How to delight your customers
Article Abstract:
The differences between customer satisfaction and customer delight are examined. The benefits of delighting customers are discussed. Strategies for implementing a customer delight program are presented.
Publication Name: California Management Review
Subject: Business, general
ISSN: 0008-1256
Year: 2005
User Contributions:
Comment about this article or add new information about this topic:
Delivering Excellent Service: Lessons from the Best Firms
Article Abstract:
This paper reviews ten lessons learned from an organization delivering excellent service to customers. They mostly start and end with the customer's experience.
Publication Name: California Management Review
Subject: Business, general
ISSN: 0008-1256
Year: 2001
User Contributions:
Comment about this article or add new information about this topic:
A framework for customer relationship management
Article Abstract:
Redeveloping the marketing management function could assist in the customer relationship management process.
Publication Name: California Management Review
Subject: Business, general
ISSN: 0008-1256
Year: 2001
User Contributions:
Comment about this article or add new information about this topic:
- Abstracts: Relational behavior in business markets: implications for relationship management. Direct marketing attitudes
- Abstracts: A strategic framework for technical function management in manufacturing. Beyond the fads, Company New takes the path to improvement
- Abstracts: Integrating environmental issues into the mainstream: an agenda for research in operations management. International operations management research
- Abstracts: Taxman takes aim at trusts. The traps for trusts and companies. Tax family trusts
- Abstracts: Raising taxes in Mexico: President Fox's 2004 target. Tax reform affects the treatment of the UDI in Mexico. President Fox's tax reform proposal: passage expected after delays and modifications