Professional Documents
Culture Documents
Services Marketing and Customer Relationships: Sommers Barnes
Services Marketing and Customer Relationships: Sommers Barnes
Presentation by
Karen A. Blotnicky
Mount Saint Vincent University, Halifax, NS
• Retention
• Referrals
• Relationships
• Recovery
Impacted by:
1. Focusing on the right priorities
2. Increasing service quality
3. Investing in problem solving
4. Being fair to customers
5. Investing in leadership
development
Copyright © 2001 McGraw-Hill Ryerson Limited
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