haku: @author Reichheld, F. F. / yhteensä: 5
viite: 5 / 5
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| Tekijä: | Reichheld, F. F. Sasser, W. E. |
| Otsikko: | Zero defections: quality comes to services. |
| Lehti: | Harvard Business Review
1990 : SEP-OCT, VOL. 68:5, p. 105-111 |
| Asiasana: | QUALITY CONTROL SERVICE INDUSTRIES CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | Companies that want to improve their service quality should take a cue from manufacturing and focus on their own reject: customers who do not come back. Service company managers should try to reduce it as the manufacturer wants to reduce scrap. Managers should aim for "zero defections", keeping every customer they can serve. Defection rates are not just a measure of service quality, they are also a guide for achieving it. Reducing the defection rate just 5 per cent generates 85 per cent more profits in a bank, 50 per cent in an insurance brokerage, and 30 per cent more in an auto service chain. |
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