Research for the bottom line

Collaborative and ongoing work between The Dow Chemical Company and Total Research Corporation over a number of years has explored how organisations who measure customer perceptions can convert this information into influencing how customers ultimately behave.

Research for the bottom line

Converting what people say to what people do

Farrokh Suntook Total Research LimitedDavid Gidney Dow Chemical CompanyJoan Fredericks Total Research Corporation andTim Rey Dow Chemical Company

THE BASIC PREMISE:

Customer Satisfaction...