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The Customer Satisfaction Audit

The Customer Satisfaction Audit An Eight Step Approach to Ensure That Your Firm Stays Focused on Customer Needs to Promote Real Gains - A Company Self-Assessment Tool

Paperback (03 Nov 1999)

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Publisher's Synopsis

Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfactory experience. Yet a totally satisfied customer is less likely to be attracted by price reductions offered by your competitors and hence will remain loyal to a company. This audit shows you how to achieve competitive advantage by achieving total customer satisfaction.

Book information

ISBN: 9780273647072
Publisher: Pearson Education
Imprint: Financial Times/Prentice Hall
Pub date:
DEWEY: 658.812
DEWEY edition: 21
Number of pages: 124
Weight: 409g
Height: 297mm
Width: 210mm
Spine width: 8mm

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