“The first time formal customer research is done, executives frequently are surprised by the sizeable percentage of customers who defect for service-related reasons.”
Quote by Leonard L. Berry
Author
Leonard L. Berry
Leonard L. Berry is an esteemed author known for his contributions to the fields of service management and customer relationship management. His works have had a profound impact on both business practice and academic research. more
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Source: A Collection of the Works of William Penn: To which is Prefixed a Journal of His Life, with Many Original Letters and Papers Not Before Published