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Customer Surveying
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Book Synopsis Customer Surveying by : Frederick C. Van Bennekom
Download or read book Customer Surveying written by Frederick C. Van Bennekom and published by Customer Service Press. This book was released on 2002 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.
Book Synopsis Amaze Every Customer Every Time by : Shep Hyken
Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Book Synopsis Customer Service For Dummies by : Karen Leland
Download or read book Customer Service For Dummies written by Karen Leland and published by John Wiley & Sons. This book was released on 2011-03-03 with total page 409 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Book Synopsis The Ultimate Customer Support Executive by : Philip Verghis
Download or read book The Ultimate Customer Support Executive written by Philip Verghis and published by Silicon Press. This book was released on 2006 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Social Assessment in Natural Resource Management Institutions by : Nick Taylor
Download or read book Social Assessment in Natural Resource Management Institutions written by Nick Taylor and published by CSIRO PUBLISHING. This book was released on 2001 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is the first significant international attempt to outline and analyze how social assessment has been integrated within natural resource management institutions to date. In doing so, it focuses on contemporary Australian and New Zealand experiences, and relates these back to the international context. Social Assessment in Natural Resource Management Institutionsprovides practical guidance for a wide range of planners, managers and stakeholders striving for better integration of social issues. The lessons derived are equally relevant to national, provincial, regional and local governance structures, international agencies, corporations, and community-based non-government organizations.
Book Synopsis Survey Scales by : Robert L. Johnson
Download or read book Survey Scales written by Robert L. Johnson and published by Guilford Publications. This book was released on 2016-07-05 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: Synthesizing the literature from the survey and measurement fields, this book explains how to develop closed-response survey scales that will accurately capture such constructs as attitudes, beliefs, or behaviors. It provides guidelines to help applied researchers or graduate students review existing scales for possible adoption or adaptation in a study; create their own conceptual framework for a scale; write checklists, true-false variations, and Likert-style items; design response scales; examine validity and reliability; conduct a factor analysis; and document the instrument development and its technical quality. Advice is given on constructing tables and graphs to report survey scale results. Concepts and procedures are illustrated with "Not This/But This" examples from multiple disciplines. User-Friendly Features *End-of-chapter exercises with sample solutions, plus annotated suggestions for further reading. *"Not This/But This" examples of poorly written and strong survey items. *Chapter-opening overviews and within-chapter summaries. *Glossary of key concepts. *Appendix with examples of parametric and nonparametric procedures for group comparisons.
Book Synopsis Listening to the Voice of the Customer by : Jon Anton
Download or read book Listening to the Voice of the Customer written by Jon Anton and published by Purdue University Press. This book was released on 1997 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you will learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits. How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys. How to select the right sample size for your survey, and avoid biases for truly significant results. How to increase your survey response rates: survey methods, timing, incentives and more. How to survey large and small customer bases for accurate results. How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work. How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script. How to implement your survey. Including data gathering, coding and data entry techniques. How to analyze your survey results and accurately compare data gathered over time. How to produce actionable reports based on your findings. Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the authors work developing and implementing customer satisfaction measurement programs. So whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.
Download or read book Federal Register written by and published by . This book was released on 1994 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Improving Your Measurement of Customer Satisfaction by : Terry G. Vavra
Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by Quality Press. This book was released on 2001-09-25 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Book Synopsis Mastering Customer Value Management by : Ray Kordupleski
Download or read book Mastering Customer Value Management written by Ray Kordupleski and published by Customer Value Management I. This book was released on 2003 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies that practice it. Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value (educating the market on your value proposition)The concepts of customer value management and the practical tools that have been developed to support them are the subject of this book.
Book Synopsis The Effective Manager's Handbook for Customer Service Success by : Edward D. Gagnon
Download or read book The Effective Manager's Handbook for Customer Service Success written by Edward D. Gagnon and published by iUniverse. This book was released on 2001-02-25 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's a Service World. To succeed long-term, companies must retain and grow their customer base. The Effective Manager's Handbook for Customer Service Success is the tool that will give every manager insight into successful customer service, from people to processes, from motivation to measurement. Including 52 quick and enlightening customer service tips plus weekly motivational quotes from business leaders and philosophers, the Handbook can be an asset to your company. The Handbook also offers an action-oriented Weekly Service Notebook. This tool encourages simple but effective daily documentation of service successes to recognize employee performance. You can also document symptoms of poor service, the complaints and issues often identified but more often forgotten that become chronic to your company. Documenting symptoms enables you to focus improvement efforts and maximize customer retention. Whether the action is to recognize great employee service or attack a recurring customer service issue, use this tool to document successes and symptoms. Review and act weekly. Constantly strive to improve your bottom line by improving your customer service. Every company in the world can improve its customer service. This book, in your hands, can help you begin Improving Your Bottom Line by Improving Your Customer Service...today!
Author :Management Association, Information Resources Publisher :IGI Global ISBN 13 :1799809498 Total Pages :1044 pages Book Rating :4.7/5 (998 download)
Book Synopsis Sustainable Infrastructure: Breakthroughs in Research and Practice by : Management Association, Information Resources
Download or read book Sustainable Infrastructure: Breakthroughs in Research and Practice written by Management Association, Information Resources and published by IGI Global. This book was released on 2019-11-01 with total page 1044 pages. Available in PDF, EPUB and Kindle. Book excerpt: The continued growth of any nation depends largely on the development of their built infrastructures and communities. By creating stable infrastructures, countries can more easily thrive in competitive international markets. Sustainable Infrastructure: Breakthroughs in Research and Practice examines sustainable development through the lens of transportation, waste management, land use planning, and governance. Highlighting a range of topics such as sustainable development, transportation planning, and regional and urban infrastructure planning, this publication is an ideal reference source for engineers, planners, government officials, developers, policymakers, legislators, researchers, academicians, and graduate-level students seeking current research on the latest trends in sustainable infrastructure.
Book Synopsis Consumer Survey Information in a Reforming Health Care System by : James R. Knickman
Download or read book Consumer Survey Information in a Reforming Health Care System written by James R. Knickman and published by DIANE Publishing. This book was released on 1999-02 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Facility Management Handbook Chapter 29: Managing Quality Facilities by :
Download or read book The Facility Management Handbook Chapter 29: Managing Quality Facilities written by and published by . This book was released on with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :group of authors Publisher :Czech Institute of Academic Education z.s. ISBN 13 :8090623123 Total Pages :189 pages Book Rating :4.0/5 (96 download)
Book Synopsis Proceedings of IAC-MEM 2016 in Budapest by : group of authors
Download or read book Proceedings of IAC-MEM 2016 in Budapest written by group of authors and published by Czech Institute of Academic Education z.s.. This book was released on 2016-07-01 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: International Academic Conference on Management, Economics and Marketing in Budapest, Hungary 2016 (IAC-MEM 2016), Friday - Saturday, July 8 - 9, 2016
Book Synopsis Spectacular Support Centers by : Kristin E. Robertson
Download or read book Spectacular Support Centers written by Kristin E. Robertson and published by Spectacular Support Centers. This book was released on 2007 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Engineering Tools and Solutions for Sustainable Transportation Planning by : Knoflacher, Hermann
Download or read book Engineering Tools and Solutions for Sustainable Transportation Planning written by Knoflacher, Hermann and published by IGI Global. This book was released on 2017-02-14 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt: While modern cities continue to grow and become more efficient in many sectors as their population increases, public transportation has not yet caught up. As a significant industry in contemporary society, further progress in transportation systems is more vital than ever. Engineering Tools and Solutions for Sustainable Transportation Planning is an informative reference source that outlines why current transportation systems have become inefficient in modern societies, and offers solutions for the improvement of transportation infrastructures. Highlighting key topics such as parking organization, car ownership, energy consumption, and highway performance, this is a detailed resource for all practitioners, academics, graduate students, and researchers that are interested in studying the latest trends and developments in the transportation sector.
