Author: Timothy L. Keiningham, Terry Vavra
Publisher: McGraw-Hill
Pages: 208
Language: English
ISBN: 658010042
Description: The Customer Delight Principle shows how customer delight -- not mere satisfaction -- drives repeat purchasing and customer loyalty. The book details how your company can build a customer delight-oriented organization and reveals many of the roadblocks that you are likely to encounter. How to monitor customer delight results, including measurement and validation against revenue, is covered, as is formulating payback curves for a customer delight investment, allocating resources for continued customer delight improvements, and the continued benchmarking of results.
Price: $ 21.75
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