Chapter+3+ marketing: Building Customer Loyalty Through Quality

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Thông tin tài liệu

Building Customer Loyalty Through Quality Relationship Marketing Compared With Traditional Marketing Complaint resolution Establishing a Relationship Marketing Program Developing a Service Quality Program

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Mục lục

Chapter 3 Building Customer Loyalty Through Quality

Customer Satisfaction Versus Customer Loyalty

Five Levels of Relationships

Three Customer Value-Binding Approaches

Establishing a Relationship Marketing Program

Managers and employees should treat complaining customers as the most important customer - and listen to their complaints

Benefits of Service Quality

Developing a Service Quality Program

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