Start With the Customer

Brown, Stephen W.
January 2003
Marketing Management;Jan/Feb2003, Vol. 12 Issue 1, p12
Explores the practices of service companies like Disney, Southwest Airlines, Marriott, and Harley Davidson Motor Co. Importance of exceeding the expectation of customers; Factors affecting the satisfaction of customers; Details on a continuous improvement of the customer experience.


Related Articles

  • Customer Scarcity. Weirsema, Fred // Executive Excellence;Nov2001, Vol. 18 Issue 11, p6 

    Examines the factors which have resulted in customer scarcity. Useful indicators of company attracting customers for sustainable business results; Effect of rampant innovation on supply and demand; Criterion that best exemplifies market leadership; Market leaders that have achieved and...

  • Keeping customers satisfied pays off in the long run. Fishman, Allen // Inside Tucson Business;06/22/98, Vol. 8 Issue 13, p17 

    Discusses the importance for businesses to make customer satisfaction a priority. Ways to boost customer satisfaction; Examples of how businesses can make their customers happy; Guidelines for ensure quality of customer satisfaction.

  • Think you're the best? Better be prepared to back that up. Chase, Landy // New Orleans CityBusiness (1994 to 2008);11/18/2002, Vol. 23 Issue 21, p20 

    Provides tips on how to deliver the value of a company to consumers. Importance of personal biography of sales people; Need to acquire testimonial letters; Creation of a reference list.

  • We must know, and meet, customers' expectations. Davis, Jeffrey // Crain's Cleveland Business;05/26/97, Vol. 18 Issue 21, p48 

    Presents the views of the author concerning automobile retailing and real estate development in Cleveland. Emphases on satisfying customers' expectations. Bases of customer expectations; Use of the Internet as an advertising and selling tool; Need to develop an emotional tie with your customer.

  • Europe leads in satisfaction.  // Electronic News;05/26/97, Vol. 43 Issue 2169, p57 

    Highlights a VLSI Research report which indicated that European companies have captured the lead in customer satisfaction ratings. Continued gains in ratings for American companies; Factors contributing to Europe's high marks; Focused approach taken by European companies; Strengths seen for the...

  • No pain, no gain. Southon, Mike; West, Chris // Director;Apr2003, Vol. 56 Issue 9, p23 

    Focuses on the importance of maintaining good consumer relations to ensure success in a business environment. Importance of providing customers with products that are user friendly and providing solution to customer problems; Illustration of the concept through an example of software services...

  • The power of negative thinking. Hepworth, Michael // Ivey Business Journal;Fall97, Vol. 62 Issue 1, p17 

    Focuses how Canadian companies are putting revenue at risk while ignoring customer satisfaction. Reference to several surveys done which explored issues of customer satisfaction, dissatisfaction, defection and loyalty; In-depth look at the results of the survey.

  • CUSTOMER SATISFACTION IN TRANSACTIONAL BUYER-SUPPLIER RELATIONSHIPS. Homburg, Christian; Kiedaisch, Ingo; Cannon, Joseph P. // AMA Winter Educators' Conference Proceedings;1998, Vol. 9, p410 

    Emphasizes on customer satisfaction in transnational buyer-supplier relation. Increase on the interest of firms for international business; Analysis on the data from 511 industrial customers from Germany and the U.S.; Importance of information sharing in domestic and transnational business...

  • MARKET ORIENTATION AND COMPANY PERFORMANCE: PRELIMINARY EVIDENCE FROM UK MANUFACTURING INDUSTRY. Diamantopoulos, Adamantios; Hart, Susan // AMA Winter Educators' Conference Proceedings;1991, Vol. 2, p187 

    Focuses on the impact of marketing on the performance of business organizations in Great Britain. Emphasis on customer needs and satisfaction; Relation between the philosophical and operational levels of marketing; Activities comprising market orientation.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics