The Customer is Key: Gaining an Unbeatable Advantage Through Customer Satisfaction (Wiley Management Series on Problem Solving, Decision Making and Strategic Thinking)

Lele, Milind M.

ISBN 10: 0471828599 / ISBN 13: 9780471828594

Published by Wiley, 1987

About this Item

This is a used book in good condition and may show some signs of use or wear . This is a used book in good condition and may show some signs of use or wear .

Seller Inventory # mon0001061059

Bibliographic Details

• Title: The Customer is Key: Gaining an Unbeatable Advantage Through Customer Satisfaction (Wiley Management Series on Problem Solving, Decision Making and Strategic Thinking)
• Publisher: Wiley
• Publication Date: 1987
• Language: English
• ISBN 10: 0471828599
• ISBN 13: 9780471828594
• Binding: hardcover
• Condition: Good
• Dust Jacket Condition: Includes dust jacket.

About this title

Synopsis

How can a company maintain its profitability in today's competitive environment? Based on extensive research at a wide variety of companies (including Boeing, Federal Express, Jaguar, Maytag, Northwestern Mutual Life, Xerox and Swissair) the authors show that the best way a company can meet competition in the marketplace is by providing products and services which increase customer satisfaction above and beyond the levels given by competitors. In the long term, the company that keeps its customers happy obtains a crucial advantage: loyal customers usually willing to pay a premium for the firm's products. And having customers less likely to switch brands allows the company more time to adapt to changing market conditions. Management can increase profits by charging a little more for a better product (rather than just by reducing costs), obtain more repeat business, and reduce marketing and sales expenses.