Seven Keys to Improving Customer Satisfaction Programs Harvard Case Solution & Analysis

As a reward firms use seven basic activities that contribute significantly improve customer value and satisfaction (CVS) data. Although CVS, as the management can not be reduced only these seven key goal here is to help companies focus on the most important applications and program elements CVS. The study was conducted to explore these innovative companies and see how they apply their best practices: customer-focused culture, executive support, persistence and intensity, a lot of clients listening tools, education, training, education and more, connecting performance, identify opportunities for improvement., and the assessment and awarding CVS play "Hide
by Michael S. Garver, Gary B. Gagnon Source: Business Horizons 8 pages. Publication Date: September 15, 2002. Prod. #: BH079-PDF-ENG

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