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Delighting Customers: The Ten‐step Approach to Building a Customer‐driven Organization

Peter Donovan (Customer Satisfaction Manager at Northern Telecom Europe Ltd. The Ten Step Approach to Delighting Customers, forms the basis of their book Delighting Customers: How to Build a Customer‐Driven Organisation, Chapman & Hall, London (forthcoming).)
Timothy Samler (General Manager, Customer Satisfaction at Oracle Corporation UK Ltd. The Ten Step Approach to Delighting Customers, forms the basis of their book Delighting Customers: How to Build a Customer‐Driven Organisation, Chapman & Hall, London (forthcoming).)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 December 1994

7314

Abstract

Delighting customers should be a compelling business strategy. Details The Ten‐step Approach to Delighting Customers on which Northern Telecom Europe and Oracle Corporation UK based their customer‐driven programmes. Identifies perception as the fifth P of marketing management that distinguishes a customer‐driven organization.

Keywords

Citation

Donovan, P. and Samler, T. (1994), "Delighting Customers: The Ten‐step Approach to Building a Customer‐driven Organization", Managing Service Quality: An International Journal, Vol. 4 No. 6, pp. 38-43. https://doi.org/10.1108/EUM0000000003940

Publisher

:

MCB UP Ltd

Copyright © 1994, MCB UP Limited

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