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The Reign of the Customer

Overview of attention for book
Cover of 'The Reign of the Customer'

Table of Contents

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    Book Overview
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    Chapter 1 Defining Customer Satisfaction: A Strategic Company Asset?
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    Chapter 2 Customer Expectations: What Do Your Customers Demand?
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    Chapter 3 Perceived Quality: Does Performance Matter?
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    Chapter 4 Perceived Value: Is It Really All About Price?
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    Chapter 5 ACSI: Is Satisfaction Guaranteed?
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    Chapter 6 Customer Complaints: Learning to Love Your Angry Customers
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    Chapter 7 Customer Loyalty: Hey, Stick Around for a While!
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    Chapter 8 Satisfied Customers: An Asset Driving Financial Performance
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    Chapter 9 Your Future: Opportunities for Customer Centricity and Satisfaction
Attention for Chapter 6: Customer Complaints: Learning to Love Your Angry Customers
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Citations

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