Satisfaction matters. Continuous consumer satisfaction and loyalty research as guiding principle for business processes
Bert Boerma and Harm Hartman
Within the mobile division of KPN, customer satisfaction and loyalty research provide essential information that helps guide the management of all business processes.
Satisfaction Matters
Continuous customer satisfaction and loyalty research as a guiding principle for business processes
Bert BoermaKPN Mobile, Netherlands.
Harm HartmanInterview-NSS, Netherlands.
INTRODUCTION
Mobile communication changes our daily lives....