Describes how Milliken embarked on its pursuit of excellence in customer satisfaction. Its main means of doing this is by an annual customer survey carried out by an independent firm of consultants. Outlines the lessons learned since these surveys were started in 1985. This includes the importance both of internal customer‐supplier relationships and of relationships with external suppliers.
Cottrell, S. (1994), "Customer Retention at Milliken: Developing Long‐term Relationships", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 17-19. https://doi.org/10.1108/09604529410065216Download as .RIS
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