Exceeding Customers' Expectations for Bottom-Line Success
Edición de la obra The customer delight principle
| Autor | Timothy L. Keiningham, Terry Vavra |
|---|---|
| Editorial | McGraw-Hill, McGraw Hill |
| Fecha de publicación | July 24, 2001 |
| Idioma | inglés |
| Páginas | 208 |
| ISBN-13 | 9780658010040 |
| ISBN-10 | 0658010042 |
| OCLC | 45363673 |
| LCCN | 00066217 |
| Número de Cutter |
K27c"The Customer Delight Principle presents a step-by-step program for taking your company further up the customer satisfaction continuum, from a reliance on the satisfaction-maintaining characteristics that customers increasingly take for granted to a focus on unexpected, customer delight-creating attributes. Timothy Keiningham and Terry Vavra unveil a customer delight principle based on real-world findings that include: perceived costs of negative outcomes to a customer and how they far outweigh the perceived benefit from expected outcomes; the nonlinear relationship between perceived performance and customer satisfaction, in which customer attitude changes follow a classic diminishing-returns model; and case studies of FedEx Custom Critical, Toys "R" Us, Mercedes-Benz USA, and others on determining the delight-creating attributes of a product or service - then concentrating performance-improvement efforts in those areas."--BOOK JACKET.