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Deliver--Building an Organization That Creates Promoters: Winning Over Customers Day After Day

Reference: HBS-8171BC-E
Number of pages: 26
Publication Date: Feb 19, 2008
Source: HBSP (USA)
Type of Document: Book Chapter

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Description

The battle to convert customers into promoters for the organization can be won only if frontline employees are promoters themselves. This chapter looks at the strategies implemented by companies to win over customers on a daily basis. This chapter was originally published as Chapter 8 of "The Ultimate Question: Driving Good Profits and True Growth."

Keywords

Customer relationship management Customer retention Customer satisfaction Growth strategy Profitability