© 1995

How to Appreciate Your Customers

  • Authors

Table of contents

  1. Front Matter
    Pages i-v
  2. B. H. Elvy
    Pages 1-4
  3. B. H. Elvy
    Pages 5-30
  4. B. H. Elvy
    Pages 31-47
  5. B. H. Elvy
    Pages 49-66
  6. B. H. Elvy
    Pages 67-81
  7. B. H. Elvy
    Pages 83-102
  8. B. H. Elvy
    Pages 103-121
  9. B. H. Elvy
    Pages 123-143
  10. B. H. Elvy
    Pages 145-164
  11. B. H. Elvy
    Pages 165-187
  12. B. H. Elvy
    Pages 189-202
  13. Back Matter
    Pages 203-204

About this book


Appreciating and satisfying the emotional heads of buyers can be the essential factor contributing to the creation of a competitive edge, particularly where close uniformity of quality, price and service exists between competing suppliers. This book looks at the factors influencing buying decisions and the supplier's response to the customer. Sensitive situations, such as the handling of complaints, are dealt with specifically, as is the way in which companies can implement the cultural changes necessary to move an organisation towards a greater recognition of individual buyers' needs.


controlling cultural change development organization science and technology Service

Bibliographic information

Industry Sectors
Finance, Business & Banking