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- catalog abstract ""But the very survival of your business depends on having a base of faithful and constant customers. So, how do you attract these elusive creatures to your business and, more importantly, how do you keep them coming back without having to lower your profits in providing spectacular and expensive feats of service?" "The Butterfly Customer: shows how to provide a predictable, consistent service experience for your customers that will build their trust and loyalty - and make you money; provides a proven process - the "3-D Audit"--To evaluate the consistency between what you promise to your customers and what you actually deliver; features examples of actual companies and what they are doing to capture customers' loyalty; and gives practical advice that any business can use, regardless of size or industry sector."--Jacket.".
- catalog contributor b11134605.
- catalog contributor b11134606.
- catalog contributor b11134607.
- catalog created "c1997.".
- catalog date "1997".
- catalog date "c1997.".
- catalog dateCopyrighted "c1997.".
- catalog description ""But the very survival of your business depends on having a base of faithful and constant customers. So, how do you attract these elusive creatures to your business and, more importantly, how do you keep them coming back without having to lower your profits in providing spectacular and expensive feats of service?" "The Butterfly Customer: shows how to provide a predictable, consistent service experience for your customers that will build their trust and loyalty - and make you money; provides a proven process - the "3-D Audit"--To evaluate the consistency between what you promise to your customers and what you actually deliver; features examples of actual companies and what they are doing to capture customers' loyalty; and gives practical advice that any business can use, regardless of size or industry sector."--Jacket.".
- catalog description "Ch. 1. Butterfly Behaviour -- Ch. 2. Breaking Trust With the Customer -- Ch. 3. The Return of the Monarch -- Ch. 4. The Service Kaleidoscope -- Ch. 5. Measuring the Trust Account -- Ch. 6. Conducting a 3-D Audit -- Ch. 7. No Strategy -- Ch. 8. The Expectations Contract: Misreading the Customer -- Ch. 9. The Media: Attractive Offer or Fatal Attraction? -- Ch. 10. The Physical Dimension: The Emperor's New Clothes -- Ch. 11. The People Dimension: No Value Added -- Ch. 12. Internal Affairs: Culture Clash -- Ch. 13. The Service-Empowered Team -- Ch. 14. Exercises in 3-D.".
- catalog description "Includes bibliographical references (p. [255]-260) and index.".
- catalog extent "xxiii, 264 p. ;".
- catalog identifier "0471641979 :".
- catalog issued "1997".
- catalog issued "c1997.".
- catalog language "eng".
- catalog publisher "Toronto : J. Wiley & Sons Canada,".
- catalog subject "658.8/12 21".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .O33 1997".
- catalog subject "Relationship marketing.".
- catalog tableOfContents "Ch. 1. Butterfly Behaviour -- Ch. 2. Breaking Trust With the Customer -- Ch. 3. The Return of the Monarch -- Ch. 4. The Service Kaleidoscope -- Ch. 5. Measuring the Trust Account -- Ch. 6. Conducting a 3-D Audit -- Ch. 7. No Strategy -- Ch. 8. The Expectations Contract: Misreading the Customer -- Ch. 9. The Media: Attractive Offer or Fatal Attraction? -- Ch. 10. The Physical Dimension: The Emperor's New Clothes -- Ch. 11. The People Dimension: No Value Added -- Ch. 12. Internal Affairs: Culture Clash -- Ch. 13. The Service-Empowered Team -- Ch. 14. Exercises in 3-D.".
- catalog title "The butterfly customer : capturing the loyalty of today's elusive consumer / Susan M. O'Dell, Joan A. Pajunen.".
- catalog type "text".