The 10 Demandments

P. Kelly Mooney

• 01 januari 2002
• 9780071387392

Samenvatting:

Mooney led a team of analysts disguised as customers who spent thousands of dollars on merchandize, then scrutinized the goods, the services, the policies, the returns process and the overall customer experience. The results form the basis of this book. Each demandment is a call to action from consumers: Earn my trust , Put me in charge , Inspire me - and each opens with an overview of the meaning behind the demandment , then explores real consumer experiences and concludes with a set of questions that help readers to assess their company's strengths and weaknesses in meeting these demands.