Customer Satisfaction: Focus on the Customer


Customer Satisfaction: Focus on the Customer is a special presentation of The American Marketing Association’s Worth Repeating Series. The presentations are actual transcriptions of speeches made at the Second Congress on Customer Satisfaction held in Florida in 1992. Each part of the book highlights the role needed to be played by business values such as Leadership, Human Resources, Research Measurement, Profitability, Product Quality, and Service Quality in winning the customer’s satisfaction.


Book Information

Pages: 215
Published: 1992
New Copyright: 2012
ISBN: 9781613112489
Categories:, , ,

Author information

American Marketing Association American Marketing Association

The American Marketing Association (AMA) is the essential community for marketers.

In 1953, Neil Borden transformed the business world when he articulated the strategy of “Marketing Mix” in his AMA presidential address. Borden was just one of many AMA leaders who were not satisfied with existing best practices. These thought leaders sought answers for the future that would propel business growth and elevate the role of marketing.

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