Customer worthy
Subtitle: why and how everyone in your organization must think like a customer
By: Michael R. Hoffman
Publisher: Paramount Market Pub.
Published: 2010
Place of publication: Ithaca, NY
Language: eng
Number of pages: 192
ISBN-13: 9780981986913
Subjects: Customer services; Management; Consumer satisfaction; Customer relations
Notes: Includes index.
Table of contents: title: My car had a conversation with my house last night ... when my office interrupted; title: The CxC matrix unveiled; title: Think like a customer; title: Capturing the customer experience; title: How complicated can one click of the mouse be?; title: Managing customers contact-by-contact; title: Nine treatment objectives for each contact; title: The customer schematic; title: The customer's network; title: Start the revolution; title: Customer privacy is nothing to kid about; title: Matrix benefits and use by function and department.