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Author : Rodney L. Cron
Publisher :
ISBN 13 :
Total Pages : 394 pages
Book Rating : 4.:/5 (89 download)
Download or read book Assuring Customer Satisfaction written by Rodney L. Cron and published by . This book was released on 1974 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Nigel Hill
Publisher : The Leadership Factor
ISBN 13 : 0955416116
Total Pages : 322 pages
Book Rating : 4.9/5 (554 download)
Download or read book Customer Satisfaction written by Nigel Hill and published by The Leadership Factor. This book was released on 2007 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
ISBN 13 : 0230604064
Total Pages : 256 pages
Book Rating : 4.2/5 (36 download)
Download or read book The Satisfied Customer written by Claes Fornell and published by Macmillan. This book was released on 2007 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leading expert redefines customer service for the twenty-first century
Author : Craig Cochran
Publisher : Paton Professional
ISBN 13 : 0971323143
Total Pages : 121 pages
Book Rating : 4.9/5 (713 download)
Download or read book Customer Satisfaction written by Craig Cochran and published by Paton Professional. This book was released on 2003 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Thomas T. Hirata
Publisher : CRC Press
ISBN 13 : 142008500X
Total Pages : 116 pages
Book Rating : 4.4/5 (2 download)
Download or read book Customer Satisfaction Planning written by Thomas T. Hirata and published by CRC Press. This book was released on 2008-10-15 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focus on Customer Satisfaction for Increased Profit Statistics show that a single satisfied customer can bring a company two new ones but one unsatisfied client can cost it four. With this principle in mind, Customer Satisfaction Planning: Ensuring Product Quality and Safety within Your MRP/ERP Systems presents a progressive, cost-cutting efficiency system that builds on material requirement planning (MRP) and enterprise resource planning (ERP) to facilitate improved customer satisfaction. The book illustrates how shifting the focus from inventory replenishment to customer service results in a better product, received exactly on time, and with actual cost. Such a change is bound to make the company grow, benefiting its employees and suppliers, as well as the surrounding community. Overhaul an Outmoded System Lack of discipline, human error, and part failures are all common to the inventory-focused MRP/ERP systems that many companies still use to plan production and keep track of materials. But these methods are based on antiquated principles and technology from the 1970s—several computer lifetimes ago. The author explains why his novel system will change the face of modern business management and details an implementation plan. He also documents the adjustments in logic and strategy through which companies can make major advances in inventory management and product assurance. For instance, in terms of manufacturing, customer satisfaction planning (CSP) improves the process by linking component orders to the parent order so a valid trail exists in the event of a recall. Developed on the basis that collecting and tracking information is considerably easier and less expensive than ever before, CSP calls for changes in receiving, inventory tracking, product management and assurance, kitting, and costing processes. These adjustments —and their resulting focus on the product and customer—make CSP the next logical step in business evolution.
Author : Chris Denove
Publisher : Penguin
ISBN 13 : 1101216328
Total Pages : 292 pages
Book Rating : 4.1/5 (12 download)
Download or read book Satisfaction written by Chris Denove and published by Penguin. This book was released on 2007-06-26 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Abram I. Bluestein
Publisher :
ISBN 13 : 9780273638889
Total Pages : pages
Book Rating : 4.6/5 (388 download)
Download or read book The Customer Satisfaction Audit written by Abram I. Bluestein and published by . This book was released on 1998 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Michael David Johnson
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 248 pages
Book Rating : 4.X/5 (4 download)
Download or read book Improving Customer Satisfaction, Loyalty, and Profit written by Michael David Johnson and published by Jossey-Bass. This book was released on 2000-08 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : R.M. McNealy
Publisher : Springer Science & Business Media
ISBN 13 : 9780412589201
Total Pages : 218 pages
Book Rating : 4.5/5 (892 download)
Download or read book Making Customer Satisfaction Happen written by R.M. McNealy and published by Springer Science & Business Media. This book was released on 1994-09-30 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
Author : Benaiah Mayabi
Publisher : GRIN Verlag
ISBN 13 : 3668667845
Total Pages : 20 pages
Book Rating : 4.6/5 (686 download)
Download or read book Satisfying the Customer. Quality Management and Service Provision written by Benaiah Mayabi and published by GRIN Verlag. This book was released on 2018-03-22 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Raymond August Geisman
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (261 download)
Download or read book Assuring Customer Satisfaction by the Proper Handling of Sales Adjustments in the Chemical Industry written by Raymond August Geisman and published by . This book was released on 1954 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Nigel Hill
Publisher : Routledge
ISBN 13 : 1351930044
Total Pages : 160 pages
Book Rating : 4.3/5 (519 download)
Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Routledge. This book was released on 2017-07-05 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Evangelos Grigoroudis
Publisher : Springer Science & Business Media
ISBN 13 : 1441916407
Total Pages : 319 pages
Book Rating : 4.4/5 (419 download)
Download or read book Customer Satisfaction Evaluation written by Evangelos Grigoroudis and published by Springer Science & Business Media. This book was released on 2009-11-07 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Paul Szwarc
Publisher : Kogan Page Publishers
ISBN 13 : 9780749443368
Total Pages : 276 pages
Book Rating : 4.4/5 (433 download)
Download or read book Researching Customer Satisfaction & Loyalty written by Paul Szwarc and published by Kogan Page Publishers. This book was released on 2005 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : James H. Myers
Publisher : South Western Educational Publishing
ISBN 13 : 9780877572763
Total Pages : 0 pages
Book Rating : 4.5/5 (727 download)
Download or read book Measuring Customer Satisfaction written by James H. Myers and published by South Western Educational Publishing. This book was released on 1999 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Chris Bryan
Publisher :
ISBN 13 : 9781736429808
Total Pages : pages
Book Rating : 4.4/5 (298 download)
Download or read book Customer Satisfaction written by Chris Bryan and published by . This book was released on 2021-03-26 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book I outline a step-by-step process for your small business, to develop a plan to GUARANTEE customer satisfaction and grow revenue. I will walk you through the nine-part framework I have developed that examines each area of a small businesses operations that needs a plan developed to control the customer's experiences.My hope is that anyone can take the general principles outlined and apply it regardless of the business type, industry or culture. I may speak about a lot of restaurant stuff, but what I am really talking about is how a business in a retail environment can identify all the physical and digital aspects of their business that impacts the customer experiences. For service-based businesses and those not in a retail environment I also explore the key elements of customer satisfaction that you need to "walkthrough" in the eyes of the customer.Reading this book will lead to the development and execution of a customer satisfaction plan that drives not only an increase in a business's revenues and sustainability, but also impacts the people and communities they serve. By implementing the systems and practices discussed in the following chapters you will have developed a solid customer satisfaction plan. With this plan in place and employees trained, empowered and having clear expectations, you can expect to guarantee the satisfaction of your customers. This book does not claim that being able to guarantee to customer satisfaction is an easy feat. It doesn't claim that the customer is always right or pretend that 100% of the time your customers will be in love with your brand. What it does claim is that if your step back and examine your business from the customers vantage point you can identify the issues they will experience in advance and either prevent them from occurring or create processes to acknowledge the issue and win back their favor.
Author : Jeffrey H. Gitomer
Publisher : Bard Press (TX)
ISBN 13 :
Total Pages : 330 pages
Book Rating : 4.3/5 ( download)
Download or read book Customer Satisfaction is Worthless, Customer Loyalty is Priceless written by Jeffrey H. Gitomer and published by Bard Press (TX). This book was released on 1998 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
