总裁的6大学习之客户满意

koozbf
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2019-10-15

整理文档很辛苦，赏杯茶钱您下走！

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1999525200040002419996561985ThemomentoftruthSASJanCarlzon1982200036CarlzonDotherightthing,notonlydothingsright!Workshop357SASSAS658MarriottHotel19275000RootBeer1997120ThespirittoserveMarriott’sway103596602118903613K3K662363664customercapitalcost199036519923MPOST-ITVCRPlusPPCSuperfineFibersRotaryEngine6661.2.3.367rationalprice21freshrationalprice6681998172125283221369670371672373ABCHECKOUT674BABBB?375customersatisfaction67621377MaslowNeedsHierarchy678379JacintaTownsend680HotGroupOracleWeGroup381Vision682