Tuesday, May 03, 2011

Customer treatment

Book Mark
Customer Worthy
Michael R. Hoffman
(http://www.macmillanpublishersindia.com/)

Nine objectives at every customer contact

Identify the customer, recognise, fulfil, upgrade, cross-sell, expand, educate, collect and generate referrals. These are the nine treatment objectives for each contact, says Michael R. Hoffman in Customer Worthy: Why and how everyone in your organization must think like a customer.

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