The Service Advantage

The Service Advantage

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Albrecht, Karl | Bradford, Lawrence J. Dow Jones-Irwin, 1990
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IN THIS SUMMARY

There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually rely on the former, while smaller companies can gain more intimate knowledge from front-line employees who are a good source of market information.