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.

Management dynamics, Analysis, Management, Customer satisfaction, Company business management

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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.

Standards, Customer service

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A framework for customer relationship management

Article Abstract:

Redeveloping the marketing management function could assist in the customer relationship management process.

Customer relationship management

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