Carl Sewell with his Dallas dealerships (Lexus, GM, Saab, Hummer) averages a customer satisfaction index (CSI) of 97 percent, and ... His famous service book is entitled Customers for Life (Pocket Books, 1998; Currency, 2002) and is now in its second revised edition. ... Despite nearly two decades of these hard numbers, the brutal fact is that they continue on in their downward spiral, thrashing the ... and positioning, and less vehicle ap- peal to the margin-rich parts of the market.
|Title||:||The Power of Positive Profit|
|Publisher||:||John Wiley & Sons - 2007-02-16|