Question: this is Total Quality Management. Chapter 7. Customer Satisfaction, Retention, and Loyalty 6. How is customer satisfaction ensured? 7. Briefly describe what is meant by

this is Total Quality Management. Chapter 7. Customer Satisfaction, Retention, and Loyalty

6. How is customer satisfaction ensured? 7. Briefly describe what is meant by an organization that has customer focus. 8. How does an organization go about establishing a customer focus? 9. Explain the six-step strategy for identifying customer needs. 10. Describe how organizations should go about communi- cating with their customers

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