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| Tekijä: | Prokesch, S. E. |
| Otsikko: | Competing on customer service. An interview with British Airways' Sir C. Marshall |
| Lehti: | Harvard Business Review
1995 : NOV-DEC, VOL. 73:6, p. 101-116 |
| Asiasana: | |
| Vapaa asiasana: | FLUGGESELLSCHAFT, KUNDE, KUNDENDIENST, MARKETING |
| Kieli: | eng |
| Tiivistelmä: | Even in a brutally competitive, mass market business like air travel, a company can have it all: change customers a premium, win their loyalty, and increase its share of their business. In an interview British Airways' chairman Sir C. Marshall tells how his company is achieving these feats. An accompanying article describes how British Airways' customer relations department turns would-be defectors into happy customers. |
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