In Their Shoes 6
By: 4 0 16 [, ] | [, ] |
Contributor(s): Marketing Management. 15 (4) :Jul/Aug 2006. pp. 40-45 5 6 [] |
Language: Unknown language code Summary language: Unknown language code Original language: Unknown language code Series: ; 46Edition: Description: Content type: text Media type: unmediated Carrier type: volumeISBN: ISSN: 2Other title: 6 []Uniform titles: | | Subject(s): -- 2 -- 0 -- -- | -- 2 -- 0 -- 6 -- | 2 0 -- | -- -- 20 -- | | -- -- Consumer attitudes; Customer satisfaction; Customer relations -- -- -- | -- -- -- 20 -- --Genre/Form: -- 2 -- Additional physical formats: DDC classification: | LOC classification: | | 2Other classification:| Item type | Current location | Home library | Collection | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|---|
| Book | PLM | PLM Periodicals Section | Periodicals | HF5415.13.M3522 (Browse shelf) | Available | PER 999J |
Browsing PLM Shelves , Shelving location: Periodicals Section , Collection code: Periodicals Close shelf browser
| No cover image available | No cover image available | No cover image available | No cover image available | No cover image available | No cover image available | No cover image available | ||
| HF5415.13.M3522 Fact Finder | HF5415.13.M3522 Vertigo Averted | HF5415.13.M3522 Promised Land | HF5415.13.M3522 In Their Shoes | HF5415.13.M3522 Marketing management. | HF5415.13.M3522 Controlling the grapevine | HF5415.13.M3522 From understanding to action |
ABSTRACT : The article examines methods that companies can use to understand the experiences their customers have using their products or services. The authors argue that word-of-mouth advertising can have a negative or positive effect on a company. The article focuses on the concept of experience mapping to examine how a customer interacts with a company and its products. The authors believe that it is difficult to measure a customer's commitment to a company in the future. The authors distrust focus groups as a method of examining how well a company responds to customer needs. Above all, the authors argue, frontline employees need to be central to both measurements of customer interactions and to improving customer relations; job satisfaction and customer satisfaction are intrinsically tied together. 56
5
5
There are no comments for this item.