TY  - JOUR
AB  - Fashion retailer Jaeger is an award winner for customer service. Looks at the background of the company, how that led up to a focus on customer satisfaction, and the efforts ‐ including customer profile cards, local marketing, communications programmes, and more ‐ that were made to get to know the customers and their needs and wants better. Finally addresses the issue of “defectors” (former customers) and how the company set about trying to recapture this group. Ends with a number of lessons the company learned.
VL  - 7
IS  - 2
SN  - 0960-4529
DO  - 10.1108/09604529710161450
UR  - https://doi.org/10.1108/09604529710161450
AU  - Duffin Doug
PY  - 1997
Y1  - 1997/01/01
TI  - Winning customer ownership ‐ the Jaeger service excellence story
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 80
EP  - 86
Y2  - 2024/04/25
ER  -