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Delight or defection

Date of publication: March 3, 2008

Catalogue: Automotive 2008

Company: Maritz Research

Authors: Charles Kirk, Jorg Hohnery

Abstract:

Despite clear demands for better service, customers report almost no improvement in the last decade. Why? Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because of issues with customer service.

Charles Kirk

Author

This is a long description of some author details.

Jorg Hohnery

Author

This is a long description of some author details.

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