Continuous customer satisfaction and loyalty research as a guiding principle for business processes
Bert BoermaKPN Mobile, Netherlands.
Harm HartmanInterview-NSS, Netherlands.
Mobile communication changes our daily lives. Boundaries between work, leisure, home and being on the move are blurring. Handsets are evolving from mobile 'phones' to personal companions – bringing you in touch with the people and information that matters, anytime, anywhere.
The mobile division of KPN is at the heart of these developments in Germany (E-Plus), the Netherlands (KPN and Hi), and Belgium (BASE). We offer an array of mobile communication, information, entertainment and commerce...