Author： Whiteley Richard Hessan Diane
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.6, Iss.5, 1996-05, pp. : 47-52
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Abstract
Suggests that companies can become customer centred by adopting five strategies: shift to a laser-beam focus; hardwire the voice of the customer; universal collaboration; lasting customer enthusiasm rather than customer satisfaction, and a move to contact leadership.
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