In de schoenen van de klant: over de maakbaarheid van verantwoordelijke medewerkers

van Laer, T. & de Ruyter, K. (2012). In de schoenen van de klant: over de maakbaarheid van verantwoordelijke medewerkers. In: AE Bronner, P Dekker, E de Leeuw, LJ Paas, K de Ruyter, A Smidts & JE Wieringa (Eds.), Ontwikkelingen in het marktonderzoek: 37e Jaarboek MarktOnderzoekAssociatie. (pp. 9-26). SpaarenHout Haarlem. ISBN 97890 8683-0398

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Abstract

The number of blog posts about the lack of trust in companies has dramatically increased since the beginning of the economic crisis in 2007 . In response to this, companies are experimenting with direct contact with blogging customers. Hereby it is important that employees
Not simply forward complaints to a public relations or webcare department, but that they themselves suggest that they are in the shoes of the customer before they respond.

Item Type:	Book Section
Additional Information:	Copyright © 2012 De auteurs
Uncontrolled Keywords:	blogging customers, customer relation management, marketing
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Cass Business School > Faculty of Management
URI:	http://openaccess.city.ac.uk/id/eprint/16980

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