Customer satisfaction is dead

Customer satisfaction is dead. It is no longer important in business – not to the CEO, the management or the investors. And what’s more, customer satisfaction no longer holds any relevance for the customer! At least that’s the opinion of Williams and Visser (a professor in business and an entrepreneur respectively) who believe that the concept of customer service should no longer feature in your organizational strategy.

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Year of publication:	2003
Published in:	Strategic Direction. - MCB UP Ltd, ISSN 1758-8588, ZDB-ID 2089990-7. - Vol. 19.2003, 1, p. 24-26
Publisher:	MCB UP Ltd
Subject:	Customer satisfaction \| Customer service \| Investment

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Type of publication:	Article
Type of publication (narrower categories):	viewpoint
Language:	English
Other identifiers:	10.1108/02580540310794200 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10015009675