The Customer Delight Principle
Exceeding Customers' Expectations for Bottom-Line Success
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Word Count
52,000 words, Guess
Page Count
208 pages
Identifiers
- Open LibraryOL7626415M
- ISBN-139780658010040
- ISBN-100658010042
- OCLC Control Number45363673
- OCLC Control Numbercustomerdelightp00timo
and 3 more
- Library of Congress Control Number00066217
- LibraryThing1113786
- Goodreads3017791
Classifications
- LCCHF5415.335.K45 2001
Description
"The Customer Delight Principle presents a step-by-step program for taking your company further up the customer satisfaction continuum, from a reliance on the satisfaction-maintaining characteristics that customers increasingly take for granted to a focus on unexpected, customer delight-creating attributes. Timothy Keiningham and Terry Vavra unveil a customer delight principle based on real-world findings that include: perceived costs of negative outcomes to a customer and how they far outweigh the perceived benefit from expected outcomes; the nonlinear relationship between perceived performance and customer satisfaction, in which customer attitude changes follow a classic diminishing-returns model; and case studies of FedEx Custom Critical, Toys "R" Us, Mercedes-Benz USA, and others on determining the delight-creating attributes of a product or service - then concentrating performance-improvement efforts in those areas."--BOOK JACKET.
First Sentence
"YOUR SATISFACTION IS guaranteed."
Subjects
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