Zero Defections: Quality Comes to Services (HBR OnPoint Enhanced Edition)
by Frederick F. Reichheld, W. Earl, Jr. Sasser
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Book Summary Information
Author: Frederick F. Reichheld, W. Earl, Jr. SasserEdition: Digital
Audio: English (Published)
Format: Download: PDF
Published: 2000-10-01
ISBN: N/A
Number of pages: 10
Publisher: Harvard Business Review
Summary of Zero Defections: Quality Comes to Services (HBR OnPoint Enhanced Edition)
Companies that aim for "zero defections" (keeping every customer they can profitably serve) can make profits rise. Defection rates are both a measure of service quality and a guide for achieving it. By listening to the reasons why customers defect, managers know exactly where the company is falling short and where to direct their resources.General Books
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