Creating an effective customer satisfaction program
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 1 February 1989
Abstract
Proposes an effective customer satisfaction program. Demonstrates that successful services companies have service packages, such as minimum service requirements and value added services that distinguish them from competitors. Offers five steps to greater customer satisfaction that focuses on satisfaction audits, service strategy development, employee relations, implementing tactics, and maintenance and feedback. Concludes that marketers must ultimately have a good understanding of the marketplace.
Keywords
Citation
Cina, C. (1989), "Creating an effective customer satisfaction program", Journal of Business & Industrial Marketing, Vol. 4 No. 2, pp. 33-42. https://doi.org/10.1108/EUM0000000002729
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited