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Details
Table of Contents
Introduction
The big picture
The science of customer satisfaction
When customer satisfaction matters and when it deosn't
Customer satisfaction and stock returns: the power of the obvious
Things aren't always what they seem : inadvertently damaging customer assets
Customer asset management: offense versus defense
Putting the numbers to work.
The big picture
The science of customer satisfaction
When customer satisfaction matters and when it deosn't
Customer satisfaction and stock returns: the power of the obvious
Things aren't always what they seem : inadvertently damaging customer assets
Customer asset management: offense versus defense
Putting the numbers to work.