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Customer retention : an integrated process for keeping your best customers

Author: Michael W Lowenstein
Publisher: Milwaukee, Wis. : ASQC Quality Press, ©1995.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
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Additional Physical Format: Online version:
Lowenstein, Michael W., 1942-
Customer retention.
Milwaukee, Wis. : ASQC Quality Press, ©1995
(OCoLC)676864039
Document Type: Book
All Authors / Contributors: Michael W Lowenstein
ISBN: 0873892577 9780873892575
OCLC Number: 31710364
Description: xxi, 179 pages : illustrations ; 24 cm
Contents: 1. The Myth of Customer Satisfaction --
2. Customer Satisfaction vs. Customer Retention --
3. The Six Failures and Five Cures of Customer Product and Service Performance Measurement --
4. Evaluating Latent and Registered Complaints --
5. Identifying Customer Needs, Expectations, and Problems and Gauging Their Impact --
6. Customer-Provider Gaps --
7. What Is the Competition Doing? --
8. Planning for Research, Developing Research Instruments, and Meaningfully Reporting Customer Service Research Results --
9. Customer Retention Modeling --
10. Effectively Deploying Customer Data Throughout the Organization --
11. Kaizen and the Japanese Approach to Customer Retention: Lessons for U.S. Business --
12. Customer Retention and Its Role in Total Quality and the Continuous Improvement Process.
Responsibility: Michael W. Lowenstein.

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