Articles by Charles W. Fojtik, DBA

Charles W. Fojtik, DBA

Calculating the Strategic Value of Customer Satisfaction

Treat the pursuit of customer satisfaction as you do any other profit-driven investment—that is, assess it in terms of its NPV and/or ROA.

2002 Volume 5 Issue 4 - By Charles W. Fojtik, DBA

Conversation with McDonald’s Mike Roberts

Mike Roberts, President of McDonald’s USA – West Division, discusses how to generate customer-driven ideas.

1999 Volume 2 Issue 4 - By Charles W. Fojtik, DBA

Customer Satisfaction Measurement

Forward-looking companies are finding value in directly measuring and tracking customer satisfaction (CS) as an important strategic success indicator.

1999 Volume 2 Issue 3 - By Charles W. Fojtik, DBA and John D. Nicks, PhD

Boosting Country Club Memberships With Innovative Marketing and Pricing Concepts

A case study involving a private country club charged with increasing memberships to cover the cost of opening a second 18-hole golf course.

1998 Volume 1 Issue 3 - By Edward A. Merritt and Charles W. Fojtik, DBA