Assuring Customer Satisfaction
Author | : Rodney L. Cron |
Publisher | : |
Total Pages | : 394 |
Release | : 1974 |
Genre | : Business & Economics |
ISBN | : |
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Author | : Rodney L. Cron |
Publisher | : |
Total Pages | : 394 |
Release | : 1974 |
Genre | : Business & Economics |
ISBN | : |
Author | : Nigel Hill |
Publisher | : The Leadership Factor |
Total Pages | : 322 |
Release | : 2007 |
Genre | : Consumer satisfaction |
ISBN | : 0955416116 |
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Author | : Claes Fornell |
Publisher | : Macmillan |
Total Pages | : 256 |
Release | : 2007 |
Genre | : Business & Economics |
ISBN | : 0230604064 |
A leading expert redefines customer service for the twenty-first century
Author | : Craig Cochran |
Publisher | : Paton Professional |
Total Pages | : 121 |
Release | : 2003 |
Genre | : Business & Economics |
ISBN | : 0971323143 |
Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion
Author | : Evangelos Grigoroudis |
Publisher | : Springer Science & Business Media |
Total Pages | : 319 |
Release | : 2009-11-07 |
Genre | : Business & Economics |
ISBN | : 1441916407 |
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author | : Chris Denove |
Publisher | : Penguin |
Total Pages | : 292 |
Release | : 2007-06-26 |
Genre | : Business & Economics |
ISBN | : 1101216328 |
For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Author | : Nigel Hill |
Publisher | : Routledge |
Total Pages | : 160 |
Release | : 2017-07-05 |
Genre | : Business & Economics |
ISBN | : 1351930044 |
Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author | : Benaiah Mayabi |
Publisher | : GRIN Verlag |
Total Pages | : 20 |
Release | : 2018-03-22 |
Genre | : Business & Economics |
ISBN | : 3668667845 |
Essay from the year 2018 in the subject Business economics - Business Management, Corporate Governance, , language: English, abstract: Businesses have to continue improving the quality of their goods or services to meet the needs of their clients. There are a number of things that determine the quality of such goods or services and one of them is quality management. The process of quality management, if improperly handled may affect a business' quality and negatively leading to losses. This paper therefore provides an overview of a number of things related to quality management in organizations and how they may help or destroy a business.
Author | : James H. Myers |
Publisher | : South Western Educational Publishing |
Total Pages | : 0 |
Release | : 1999 |
Genre | : Consumer satisfaction |
ISBN | : 9780877572763 |
To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
Author | : Michael David Johnson |
Publisher | : Jossey-Bass |
Total Pages | : 248 |
Release | : 2000-08 |
Genre | : Business & Economics |
ISBN | : |
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.