Bøker av Sr. Coleman

Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one's own home front

Which organizations provide customer satisfaction or inspire customer loyalty? Which is more important? This book gives detailed examples of how to deploy the Kano model of customer service excellence in a manufacturing setting, as well as, in service and other environments. Readers will learn how to directly apply Kano principles in their own business environments, establish priorities, increase efficiency, improve communication, and expand on business relationships.