October 2010
Intermediate to advanced
400 pages
34h 3m
English
book
Marketing Strategy from the Masters (Collection)
by Philip Kotler, Nancy Lee, Paul W. Farris, Neil T. Bendle, Phillip E. Pfeifer, David J. Reibstein, Larry Light, Joan Kiddon
Content preview from Marketing Strategy from the Masters (Collection)
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47. Listen and Respond
Dell Computers was once a company praised for the innovative approach they brought to the PC industry. The company was well-known for built-to-order PCs, competitive prices, and dependable customer service. But when Dell’s sales began to fall and customer complaints were on the rise, it took a long time before Michael Dell stepped in to help stop the bleeding.
The Internet created a very public forum for customers to air their complaints, damaging Dell’s once pristine image. The biggest complaints came from customers who were put off by customer service agents in off-shore call centers. In response to this, and for a price, customers now have 24/7 phone access from trained North-American-based technicians who will respond ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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