Case study - customer retention done right, Other Management

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Case study - customer retention done right

Case Scenario: "Customer Retention Done Right?" case on pp. 158-159.

Assess the effectiveness of the response to Sherry. What is the basis for your assessment?

What could have been done more effectively? How would these changes improve customer retention?

Reference:

Timm, P.R. (2014). Customer service: Career success through customer loyalty. (6th ed.). Pearson.

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