BUILDING A CUSTOMER SATISFACTION SYSTEM: EFFECTIVE LISTENING WHEN THE CUSTOMER SPEAKS

摘要

In the automobile and related industries, customer satisfaction has become a point of competitive differentiation, thanks to J.D. Powers & Associates and other highly publicized surveyors. It can, however, be more than a marketing tool. Customer needs can become the appropriate focus for organizational change efforts. The more an organization understands its customers and aligns business processes with meeting customers 'needs, the more customers it Can get.