Make sure your customers keep coming back / F. The power of unconditional service guarantees / Christopher W.L. Quality is more than making a good product / Hirotaka Takeuchi and John A.
Competing on the eight dimensions of quality / David A.
TONY GOLAND HOW TO
How to manage customer service / William M. Manage the business from the customer's point of view. After the sale is over / Theodore Levitt.- II. What the hell is "market oriented"? / Benson P. Put the customer at the heart of your business. The performance measurement manifesto / Robert G. Measure costs right : make the right decisions / Robin Cooper and Robert S. How to measure yourself against the best / Frances Gaither Tucker, Seymour M. Zero defections : quality comes to services / Frederick F. Suppliers- manage your customers / Randy Myer. Manage customers for profits (not just sales) / Benson P. Convert customer satisfaction into profits. The profitable art of service recovery / Christopher W.L. The case of the complaining customer / Dan Finkelman and Tony Goland. The case of the tech service tangle / Benson P. Good product support is smart marketing / Milind M. Exploit your product's service life cycle / George W. IMPRESO ISBN: 0-87584-333-6 Tema(s): MARKETING | CLIENTES | SERVICIOS | CALIDAD DEL SERVICIO | PRODUCTOS | RENTABILIDAD DEL PRODUCTO | EMPRESAS | NEGOCIOS | MERCADO | VENTAS Resumen: Contiene: I.
TONY GOLAND SERIES
Sviokla Por: Shapiro, Benson P., ed Colaborador(es): Sviokla, John J., ed Series Harvard Business Review Book Series Datos de publicación: Boston: Harvard Business School, c1993 Descripción: xx, 384 p. Moreover, with the right financial education and support to make good choices, lower-income consumers will benefit from credit, savings, insurance, and payments products that help them invest in economic opportunities, better manage their money, reduce risks, and plan for the future.Keeping customers / edited by Benson P. Large unserved populations represent opportunities for institutions that are able to offer an innovative range of high-quality, affordable financial products and services. Similarly, we find that of the approximately 1.2 billion adults in Africa, Asia, and the Middle East who use formal or semiformal credit or savings products, about 800 million live on less than $5 a day (Exhibit 1). According to the Microcredit Summit Campaign, a leading advocacy group. The microfinance movement, for example, has long helped expand credit use among the world’s poor-reaching more than 150 million clients in 2008 alone. Unserved, however, does not mean unservable. Nearly 2.2 billion of these unserved adults live in Africa, Asia, Latin America, and the Middle East. Fully 2.5 billion of the world’s adults don’t use formal banks or semiformal microfinance institutions to save or borrow money, our research finds.
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