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商品編號： 95606 出版日期： 1995/11/01 作者姓名： Jones, Thomas O.;Sasser, W. Earl, Jr. 商品類別： Marketing 商品規格： 12p 再版日期： 地域： 產業： 個案年度： -
商品敘述：
Most managers rejoice if the majority of customers that respond to customer-satisfaction surveys say they are satisfied. But some of those managers may have a big problem. When most customers are saying they are satisfied but not completely satisfied, they are saying that they are unhappy with some aspect of the product or service. If they have the opportunity, they will defect. Companies that excel in satisfying customers excel both in listening to customers and in interpreting what customers with different levels of satisfaction are telling them.
涵蓋領域：
Customer relationship management;Customer retention;Market research;Marketing strategy
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