Caterpillar [electronic resource] : a service brand for customer peace of mind / Keith Goffin.
Material type:![Film](/opac-tmpl/lib/famfamfam/VM.png)
Animated audio-visual presentation with synchronized narration.
Bite-size case study extracted from the talk: New product development.
Title from title frames.
Access restricted to subscribers.
The case study describes the construction equipment company Caterpillar's approach to customer service, in particular its commitment to meeting customer's technical and emotional needs before they are aware of having them.
Mode of access: World Wide Web.