Managerial responses to customer measurement [electronic resource] / Robert Shaw.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Improving the customer experience: Publisher: London : Henry Stewart Talks, 2008Description: 1 online resource (1 streaming video file (44 min.) : color, sound)Subject(s): Consumer behavior | Consumer satisfaction | Consumers' preferences | Customer loyaltyOnline resources: Click here to access online | Series Animated audio-visual presentations with synchronized narration.
Title from title frames.
Contents: Good practice customer management process -- Measurement, who does it and how -- Interpretation, who is the interpreter -- Feedback: who, when, what and how -- Response: when to ignore feedback and how to decide appropriate action.
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Mode of access: World Wide Web.