The Customer-driven Company: Moving From Talk To Action - Hardcover

Whiteley, Richard C.

Hardcover

ISBN 10: 0201570904 ISBN 13: 9780201570908

Publisher: Basic Books, 1991

Synopsis

A guide to the principles of customer relations explains how to implement a plan to improve quality and service

About this title

About the Author:

Richard C. Whiteley, one of the world's most sought-after speakers on the subject of customer service, is Vice Chairman and cofounder of The Forum Corporation, America's leading experts on customer-focused quality.

From Library Journal:

Whiteley, vice president of the Forum Corporation, has based his book on Forum's research with 563 top executives in 44 different organizations. He seeks to provide managers with a step-by-step method for investigating, measuring, promoting, and rewarding product and service excellence that can lead to real customer loyalty. He first identifies the essential ingredients necessary to establish a customer-driven company such as creating a customer-keeping vision, saturating your company with the voice of the customer, etc. Whiteley then provides a set of "toolkits" to enable managers to identify how well their company is doing in the areas identified. A timely work, well organized and presented. Recommended for all business collections.
- Michael D. Kathman, St. John's Univ., Collegeville, Minn.
Copyright 1991 Reed Business Information, Inc.

About this edition

• Publisher: Basic Books
• Publication date: 1991
• ISBN 10: 0201570904
• ISBN 13: 9780201570908
• Binding: Hardcover
• Number of pages: 308