000			01584ngm a2200373 a 4500
001			HST7078
003			UkLoHST
006			m c
007			cr|cna|||a||||
007			vz|czazum
008			170821s2017 enk|||||||||||s|||v|eng d
028	5	0	_a7078 _bHenry Stewart Talks
035			_a(UkLoHST)3560
040			_aUkLoHST _beng _cUkLoHST
100	1		_aGoffin, Keith. _4spk
245	1	0	_aCaterpillar _h[electronic resource] : _ba service brand for customer peace of mind / _cKeith Goffin.
260			_aLondon : _bHenry Stewart Talks, _c2017.
300			_a1 online resource (1 streaming video file (4 min.) : _bcolor, sound).
490	1		_aThe business & management collection, _x2056-4570
500			_aAnimated audio-visual presentation with synchronized narration.
500			_aBite-size case study extracted from the talk: New product development.
500			_aTitle from title frames.
506			_aAccess restricted to subscribers.
520			_aThe 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.
538			_aMode of access: World Wide Web.
610	2	0	_aCaterpillar Inc.
650		0	_aConsumer satisfaction.
650		0	_aCustomer relations _vCase studies.
650		0	_aNew products.
650		0	_aProduct management.
740	0		_aNew product development.
830		0	_aHenry Stewart talks. _pBusiness & management collection.
856	4	0	_uhttps://hstalks.com/bm/3560/
999			_c79295 _d79295