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Book Summary of Focusing on Your Customer
How to deliver value, gain loyalty, and drive long-term profits.
Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness.
This book teaches you how to:
Understand the service-profit chain--and in particular the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability
Build and refine a process for delivering extraordinary value to these key customers
About the Author
James L. Heskett has published extensively on customers, service, customer retention, employee capability, and profitability. He is Professor Emeritus at Harvard Business School, where he has taught courses in service management, business policy, marketing, business logistics, and general management since 1965. He is a co-author of The Service-Profit Chain and Service Breakthroughs: Changing the Rules of the Game and a CD-ROM for managers titled Service Success. isbn 9781422129753
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Pages : 112
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