Improving Customer Satisfaction Loyalty And Prof It
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Author | : Michael David Johnson |
Publisher | : Jossey-Bass |
Total Pages | : 248 |
Release | : 2000-08 |
Genre | : Business & Economics |
ISBN | : |
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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.
Author | : Steve Johnson |
Publisher | : |
Total Pages | : |
Release | : 2003-05 |
Genre | : |
ISBN | : 9780787969110 |
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Author | : |
Publisher | : |
Total Pages | : |
Release | : 2001 |
Genre | : Consumer satisfaction |
ISBN | : |
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Author | : International Colleges Group (South Africa) |
Publisher | : |
Total Pages | : 76 |
Release | : 2005 |
Genre | : Consumer satisfaction |
ISBN | : |
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Author | : Nigel Hill |
Publisher | : Routledge |
Total Pages | : 349 |
Release | : 2017-03-02 |
Genre | : Business & Economics |
ISBN | : 1351888552 |
Download The Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, Epub and Kindle
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Author | : Paul Szwarc |
Publisher | : Kogan Page Publishers |
Total Pages | : 276 |
Release | : 2005 |
Genre | : Business & Economics |
ISBN | : 9780749443368 |
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It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research.
Author | : Nigel Hill |
Publisher | : Gower Publishing, Ltd. |
Total Pages | : 312 |
Release | : 2000 |
Genre | : Business & Economics |
ISBN | : 9780566081941 |
Download Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, Epub and Kindle
An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement.
Author | : Nigel Hill |
Publisher | : The Leadership Factor |
Total Pages | : 322 |
Release | : 2007 |
Genre | : Consumer satisfaction |
ISBN | : 0955416116 |
Download Customer Satisfaction Book in PDF, Epub and Kindle
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 | : Keki R. Bhote |
Publisher | : Amacom Books |
Total Pages | : 148 |
Release | : 1996 |
Genre | : Business & Economics |
ISBN | : 9780814423622 |
Download Beyond Customer Satisfaction to Customer Loyalty Book in PDF, Epub and Kindle
This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.
Author | : Claes Fornell |
Publisher | : Springer Nature |
Total Pages | : 217 |
Release | : 2020-03-27 |
Genre | : Business & Economics |
ISBN | : 3030135624 |
Download The Reign of the Customer Book in PDF, Epub and Kindle
With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) – invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.