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Improving Customer Satisfaction, Loyalty, and Profit

Improving Customer Satisfaction, Loyalty, and Profit

Improving Customer Satisfaction, Loyalty, and Profit

An Integrated Measurement and Management System

by Anders Gustafsson & Michael Johnson

The authors’ detailed five-step process for developing an integrated customer measurement and management system will show you how to find out exactly what your customers want and use that information to produce the kinds of products and services that will keep them coming back.

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