Customer for Life
Using business tools to build sustainable relationships

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Author(s): Johannes Peck, Adrian Wimbush, Anarkali Check
Collection: Automotive 2006
Keywords: Customer Loyalty, Customer Satisfaction Studies

ESOMAR Best Paper Award 2005/2006
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This paper addresses the success story of Volvo in Germany who, by working hand in hand with their dealers using the global 'Customer for Life' programme, have significantly increased customer loyalty to Volvo and their dealers.

The paper details how Volvo Car Germany took the Customer for Life tool developed by Volvo Cars Corporation and used it to fundamentally shift the attitudes and performance of their dealers.




Date of publication: 27.02.2006
ISBN: 92-831-0188-X
Order Code: S309_06
Number of pages: 11

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