Beyond customer satisfaction
Abstract:
This paper outlines the development of a customer loyalty programme for the residential customers of the major supplier of telecommunications services in New Zealand. The paper considers the business environment and context that prompted the programme to be developed, explores some of internal issues faced by the company and describes in detail the four stage research programme used to bring the Programme from concept to launch.
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Research Papers
Beyond customer satisfaction
Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Authors: Ian Jarvis, Joachim Scharioth
Companies: Burke, Inc., Infratest dimap Gesellschaft fur Trend- und Wahlforschung mbH
September 8, 1991
Research Papers
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Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Author: Webster Kehr
September 8, 1991
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Global customer satisfaction monitoring
Catalogue: ESOMAR Conference on Financial Services 2005
Author: Alison Blair
February 1, 2005
