The leadership experience
Article Abstract:
Keep your customer happy and you are happy. This is a lesson to be learned from the benchmark service organizations like Disney, Southwest Airlines, Marriott, and Harley-Davidson Motor Co. Experiences of these companies in customer relationship management guides other companies in leading their businesses. Methods for addressing the customer satisfaction levels, are suggested.
Publication Name: Marketing Management
Subject: Business, general
ISSN: 1061-3846
Year: 2003
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Loyalty: a prescription for cutting costs
Article Abstract:
In the days gone by companies focused on customer acquisition. Later the trend has changed to customer retention aspect of the business. The article examines how customer retention can help the businesses in saving their money. When a customer stays with a company for a longer time, the operating costs of the later to serve the former gets reduced.
Publication Name: Marketing Management
Subject: Business, general
ISSN: 1061-3846
Year: 2003
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The employee experience
Article Abstract:
Success of a service firm depends to a large extent on its employees. The necessary steps to ensure good quality of employee behavior towards customers are described.
Publication Name: Marketing Management
Subject: Business, general
ISSN: 1061-3846
Year: 2003
User Contributions:
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