Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies
To manage an effective customer loyalty program, third party logistics service providers (3PLs) must understand the determining factors, as well as cultural bac
The growing power being exercised by today‘s consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new t
Customer satisfaction is a pivotal component to any business that provides goods or services to the public. By effectively managing the flow of products, busine
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal t