TITLE

Benchmarking Satisfaction

AUTHOR(S)
Mentzer, John T.; Bienstock, Carol C.; Kahn, Kenneth B.
PUB. DATE
June 1995
SOURCE
Marketing Management;Summer95, Vol. 4 Issue 1, p40
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
Market leaders in all industries know that customer satisfaction measurement and management cannot be a haphazard process. Customers and staff must work together on a continuous program that roots out problem areas and ties compensation to results. The program must permeate the company culture, from the mission statement to the budget, and from top management to the sales staff. Following an eight-step approach will help boost your company into a leadership position. INSETS: About the Study.;Best Vs. Worst Practice..
ACCESSION #
9506282323

 

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