LISTENING TO THE VOICE OF THE CUSTOMER Is THE KEY TO QVC's SUCCESS

摘要

QVC, Inc., the world's preeminent electronic retailer, with round-the-clock televised home-shopping shows 364 days a year, ships a staggering 100 million packages annually to millions of customers. Customer trust, satisfaction, and loyalty are the bedrock on which this enormously successful company has been built, and the voice of the customer speaks loudly at QVC. The company has made both a science and an art of capturing, understanding, and responding to customer input, which it leverages-along with world-class customer service-to create hordes of loyal, satisfied customers.