The Customer-Driven Company: Moving from Talk to Action
Whiteley, vice president of the Forum Corporation, has based his book on Forum's research with 563 top executives in 44 different organizations. He seeks to provide managers with a step-by-step method for investigating, measuring, promoting, and rewarding product and service excellence that can lead to real customer loyalty. He first identifies the essential ingredients necessary to establish a customer-driven company such as creating a customer-keeping vision, saturating your company with the voice of the customer, etc. Whiteley then provides a set of "toolkits" to enable managers to identify how well their company is doing in the areas identified. A timely work, well organized and presented. Recommended for all business collections.- Michael D. Kathman, St. John's Univ., Collegeville, Minn.Copyright 1991 Reed Business Information, Inc.--This text refers to an out of print or unavailable edition of this title.