Archive for April 17th, 2007

Four principles to deliver customer satisfaction

2 Comments Published by April 17th, 2007 in Practice, Strategic marketing

What distinguishes an “average product” from a “high class product” or service? Robert Reppa and Evan Hirsch (2007) argue that superb service is the crucial ingredient of successful high-end brands. In their previous article “The Luxury touch” REPPA and HIRSCH present four major principles to deliver customer satisfaction year after year.