TY  - ADVS
AU  - Goffin,Keith
TI  - Caterpillar: a service brand for customer peace of mind 
T2  - The business & management collection,
PY  - 2017///
CY  - London
PB  - Henry Stewart Talks
KW  - Caterpillar Inc
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Case studies
KW  - New products
KW  - Product management
N1  - 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
N2  - 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
UR  - https://hstalks.com/bm/3560/
ER  -