The Handbook Of Customer Satisfaction And Loyalty Measurement
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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 | : Gower Publishing, Ltd. |
Total Pages | : 296 |
Release | : 2006 |
Genre | : Business & Economics |
ISBN | : 9780566087448 |
Download The Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, Epub and Kindle
The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.
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 | : NIGEL. ALEXANDER HILL (JIM.) |
Publisher | : Routledge |
Total Pages | : 0 |
Release | : 2024-06-24 |
Genre | : Business & Economics |
ISBN | : 9781032838687 |
Download The Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, Epub and Kindle
The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.
Author | : Nigel Hill & Jim Alexander |
Publisher | : |
Total Pages | : 290 |
Release | : 2000 |
Genre | : Consumer satisfaction |
ISBN | : 9789380110196 |
Download The Handbook Of Customer Satisfaction & Loyalty Measurement Book in PDF, Epub and Kindle
Author | : Nigel Hill |
Publisher | : Routledge |
Total Pages | : 160 |
Release | : 2017-07-05 |
Genre | : Business & Economics |
ISBN | : 1351930044 |
Download How to Measure Customer Satisfaction Book in PDF, Epub and Kindle
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 | : Nigel Hill |
Publisher | : Taylor & Francis |
Total Pages | : 161 |
Release | : 2017-07-05 |
Genre | : Business & Economics |
ISBN | : 1351930052 |
Download How to Measure Customer Satisfaction Book in PDF, Epub and Kindle
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. 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 | : Rajiv Grover |
Publisher | : SAGE |
Total Pages | : 721 |
Release | : 2006-06-23 |
Genre | : Business & Economics |
ISBN | : 141290997X |
Download The Handbook of Marketing Research Book in PDF, Epub and Kindle
The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm.
Author | : Richard L. Oliver |
Publisher | : Routledge |
Total Pages | : 740 |
Release | : 2014-12-18 |
Genre | : Business & Economics |
ISBN | : 1317460219 |
Download Satisfaction: A Behavioral Perspective on the Consumer Book in PDF, Epub and Kindle
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
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.