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Business, general

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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.

Author: Brown, Stephen W.
Publisher: American Marketing Association
Publication Name: Marketing Management
Subject: Business, general
ISSN: 1061-3846
Year: 2003
Customer satisfaction, Business success

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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.

Author: Reichheld, Fred, Detrick, Christine
Publisher: American Marketing Association
Publication Name: Marketing Management
Subject: Business, general
ISSN: 1061-3846
Year: 2003
Customer loyalty

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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.

Author: Brown, Stephen W.
Publisher: American Marketing Association
Publication Name: Marketing Management
Subject: Business, general
ISSN: 1061-3846
Year: 2003
Marketing procedures, Executive changes & profiles, Service Industries, Officials and employees, Column, Services industry, Services industry workers, Service industries workers, Customer relations

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Subjects list: Methods, United States, Management, Company business management, Customer relationship management
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