Improving Customer Satisfaction, Loyalty, and Profit 
Subtitle: An Integrated Measurement and Management System
Publisher: Jossey-Bass
Published: August 1, 2000
Language: eng
Format: Hardcover
Number of pages: 144
ISBN-13: 9780787953102
Subjects: Customer services; Management - Generalbt_academic_subjectManagement; Customer Service; Management; Business & Economics; Business / Economics / Finance; Management - General; Business/Economics; Customer loyalty; Advertising & Promotion; Marketing - General; Business & Economics / Customer Service; Business & Economics / Marketing / General; Business & Economics-Advertising & Promotion; Business & Economics-Customer Service; Consumer satisfaction; Customer relations
First sentence: Every company must be able to satisfy and retain customers.
Description: "By helping midlevel managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how to keep them happy."--BOOK JACKET.