Members of TD's Personal Financial Services Division's marketing research team, were reviewing the success of the Customer Service Index (CSI) which they had been instrumental in introducing to the bank a year earlier. They were now considering introducing other service-related products including a Good Service Guarantee and a productivity program. They were wondering how to keep the enthusiasm for the CSI alive. The case is preceded by a case bearing the same name, case 9A93D009, set one year earlier.
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