The Customer is Key: Gaining an Unbeatable Advantage Through Customer Satisfaction

Lele, Milind M.

ISBN 10: 0471549177 / ISBN 13: 9780471549178

Published by Wiley (edition ), 1991

About this Item

It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting.

Seller Inventory # 0471549177-11-1

Bibliographic Details

• Title: The Customer is Key: Gaining an Unbeatable Advantage Through Customer Satisfaction
• Publisher: Wiley (edition )
• Publication Date: 1991
• Language: English
• ISBN 10: 0471549177
• ISBN 13: 9780471549178
• Binding: Paperback
• Condition: Very Good

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.