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The Service Profit Chain and Building Customer Loyalty

In this article from Taking Knowledge and Best Practices to the Bottom Line , Gary Loveman, COO of Harrah's Entertainment, speaks about the tools and mechanisms his organization uses to develop knowledge to ...

Type: Articles and White Papers  Topics: Customer Acquisition, Customer-focused Processes and Functions, Customer Loyalty, Customer Relationship Management, Customer Retention, Customer Satisfaction, Customer Service, Service Quality, Product Development  Processes: 12.3.1 Develop KM strategy, 12.0 Manage Knowledge, Improvement, and Change, 12.3 Develop enterprise-wide knowledge management (KM) capability, 3.2 Develop marketing strategy, 3.0 Market and Sell Products and Services 
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