TY - VIDEO ID - 143152681 TI - Caterpillar : a service brand for customer peace of mind PY - 2017 PB - London : Henry Stewart Talks, DB - UniCat KW - Consumer satisfaction. KW - Customer relations. KW - New products. KW - Customer relations KW - Product management. KW - Caterpillar Inc. UR - https://www.unicat.be/uniCat?func=search&query=sysid:143152681 AB - The case study describes the construction equipment company Caterpillar's approach to customer service, in particular its commitment to meeting customer's technical and emotional needs before they are aware of having them. ER -