TITLE

Take Stock of Your Customers

AUTHOR(S)
Garver, Michael S.
PUB. DATE
January 2003
SOURCE
Marketing Management;Jan/Feb2003, Vol. 12 Issue 1, p36
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
Companies spend vast amounts of money to collect customer satisfaction data, but most do little with this information. They merely go through the motions and end up with no real improvements. Worse yet, many of these same companies have no idea there's a problem. This article outlines a method that uses customer satisfaction audits to lend insights into satisfaction process. Used properly, this method can help managers analyze and use customer satisfaction data for competitive advantage. INSETS: Employee perceptions;Employee perceptions.
ACCESSION #
8948875

 

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