Where math meets the Golden Rule: while some companies proffer their customer satisfaction surveys as proof of how good they really are, Fred ... article from: Automotive Design & Production

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Title: Where math meets the Golden Rule: while some companies proffer their customer satisfaction surveys as proof of how good they really are, Fred Reichheld thinks satisfaction may be nice but it is wholly insufficient for companies that would like to have sustained, profitable business. Which may explain why some of those same companies are also drowning in red ink.(The INDUSTRY)
Author: Gary S. Vasilash
Publication:Automotive Design & Production (Magazine/Journal)
Date: April 1, 2006
Publisher: Thomson Gale
Volume: 118 Issue: 4 Page: 58(3)

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