Delighted Customers Buy Again
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Marketing
Appropriate for students taking an introductory course in marketing at both the college and university levels. This text balances theory, applications, and pedagogy to provide an effective teaching and learning tool. The "Road to Marketing" aids help students learn, link, and apply important concepts.
The Customer Delight Principle
Author: Timothy L. Keiningham
language: en
Publisher: McGraw Hill Professional
Release Date: 2001
This text shows how customer "delight" not just customer satisfaction drives repeat purchasing and customer loyalty. It shows how to monitor customer delight against revenue, investment, resources and benchmark results. The book also has case studies to show how to keep up customer delight.