Customer loyalty is one of the key management systems principles of BS EN ISO 9001 and a core way of significantly improving the performance of your organization.
PAS 46 looks at how to get reactive and proactive feedback from customers and employees, and provides points on how to use this feedback to improve customer, employee and investor satisfaction and loyalty, which will in turn improve overall company performance.
Used in conjunction with BS ISO 10002, the two publications will provide an all-round set of guidelines for turning customer complaints into an advantage and gaining competitive edge.