Roche Diagnostics 'Customer Delight' Achievement

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This paper consists of nine pages and examines an article published in 1999 that discussed how Roche Diagnostics endeavored to increase its 'very satisfied' customers' share into 'delighted' customers that are more likely to be repeat customers in the long term as well as recommend Roche Diagnostics to their colleagues and friends that will also serve to increase revenues and save on marketing development. There are three bibliographic sources cited.