Delight or defection: the pivotal role of people at the retailer inside the customer experience
Jörg Höhnery and Charles Kirchner
In the car manufacturing industry, boosting unit sales and market share hinges on getting end users to value the actual sales interaction and customer service.
Delight or defection: the pivotal role of people at the retailer inside the customer experience
Jörg Höhnery and Charles KirkMaritz Research, United Kingdom
INTRODUCTION
Despite clear demands for better service, customers report almost no improvement...