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Linking Customer And Employee Satisfaction To The Bottom Line
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Book Synopsis Linking Customer and Employee Satisfaction to the Bottom Line by : Derek R. Allen
Download or read book Linking Customer and Employee Satisfaction to the Bottom Line written by Derek R. Allen and published by Quality Press. This book was released on 2002-06-30 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. Intended for advanced service quality managers and marketing researchers with more than a modest exposure to statistical data analysis, this book provides a comprehensive overview of how these data may be related to critical business outcomes. Perhaps more importantly, researchers with mature customer satisfaction systems may use the techniques described in this book to maximize the value of their existing programs. While no technique or methodology can guarantee a strong link between customer satisfaction and key business outcomes, this book can ensure that appropriate scales, variables, and assumptions are used.
Book Synopsis Linking Customer and Employee Satisfaction to the Bottom Line by : Danica R. Allen
Download or read book Linking Customer and Employee Satisfaction to the Bottom Line written by Danica R. Allen and published by . This book was released on 2002 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Satisfaction Research Management by : Derek R. Allen
Download or read book Customer Satisfaction Research Management written by Derek R. Allen and published by Quality Press. This book was released on 2004-02-11 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.
Book Synopsis Service Profit Chain by : W. Earl Sasser
Download or read book Service Profit Chain written by W. Earl Sasser and published by Simon and Schuster. This book was released on 1997-04-10 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Book Synopsis Competing for Customers and Winning with Value by : R. Eric Reidenbach
Download or read book Competing for Customers and Winning with Value written by R. Eric Reidenbach and published by Quality Press. This book was released on 2006-01-02 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book brings together, for the first time, two very powerful concepts: customer value and competitive planning. Together they create a powerful tool that will generate breakthrough strategies for market dominance. The previously fashionable metrics of customer satisfaction have proven to be poor predictors of business performance, whereas the linkages between customer value and performance measures such as market share and profitability have been identified and documented. Value has been shown to be one of the best predictors of market share and customer loyalty available. Developing a system to harness value as a competitive weapon is an essential next step.Competing with Customers presents a competitive planning template that enables organizations to actually harness their value creation and delivery systems to enhance their market performance. It is a planning system that focuses at the level where the organization makes money: selling products or services to people in specific markets or market segments. Readers will discover a clear blueprint for crafting breakthrough, value-added strategies. For many readers, it will challenge the way they look at their competition, their markets, and their industries. Competition will never look the same.!
Book Synopsis Modern Analysis of Customer Surveys by : Ron S. Kenett
Download or read book Modern Analysis of Customer Surveys written by Ron S. Kenett and published by John Wiley & Sons. This book was released on 2012-01-30 with total page 533 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
Book Synopsis Emotional Satisfaction of Customer Contacts by : Hüseyin Güngör
Download or read book Emotional Satisfaction of Customer Contacts written by Hüseyin Güngör and published by Amsterdam University Press. This book was released on 2007-01-01 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, General, and Transactional dimensions of customer satisfaction and loyalty process in the customer contact environment. As customer contacts can be a source of negative emotions and it is desirable to increase positive emotions in the contact center environment, this research focuses on the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular. Taking the ESCC as a starting point, this research demonstrates that frontline employees are able to observe and register customer satisfaction during service encounters, and suggests that the ESCC information can be employed for recovering service failures, increasing sales productivity and organizational learning for more customer satisfaction and loyalty.
Book Synopsis Who Owns the Data? by : Frank L. Eichorn
Download or read book Who Owns the Data? written by Frank L. Eichorn and published by Tate Pub & Enterprises Llc. This book was released on 2005-09 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance.
Book Synopsis Current Trends in Management Consulting by : Anthony F. Buono
Download or read book Current Trends in Management Consulting written by Anthony F. Buono and published by IAP. This book was released on 2001-10-01 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Volume One in this series focuses on current trends in the management consulting industry. It is divided into three sections: (1) a look at some of the broad changes taking place in the management consulting industry, (2) an examination of recent trends and techniques in the practice of management consulting, and (3) reflections on the current state of affairs in the industry. As this brief overview has hopefully captured, the first volume in this series provides ample insight into and differing perspectives on the multi-faceted world of management consulting. Thanks are due to all the authors for their thoughtful work, good-natured colleagueship, and willingness to contribute their thoughts and insights about the consulting field. This volume would not have been possible without their efforts.
Book Synopsis Handbook of Improving Performance in the Workplace, Measurement and Evaluation by : James L. Moseley
Download or read book Handbook of Improving Performance in the Workplace, Measurement and Evaluation written by James L. Moseley and published by John Wiley & Sons. This book was released on 2009-12-09 with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: HANDBOOK of IMPROVING PERFORMANCE IN THE WORKPLACE Volume 3: Measurement and Evaluation Volume Three of the Handbook of Improving Performance in the Workplace focuses on Measurement and Evaluation and represents an invaluable addition to the literature that supports the field and practice of Instructional Systems Design. With contributions from leading national scholars and practitioners, this volume is filled with information on time-tested theories, leading-edge research, developments, and applications and provides a comprehensive review of the most pertinent information available on critical topics, including: Measuring and Evaluating Learning and Performance, Designing Evaluation, Qualitative and Quantitative Performance Measurements, Evidence-based Performance Measurements, Analyzing Data, Planning Performance Measurement and Evaluation, Strategies for Implementation, Business Evaluation Strategy, Measurement and Evaluation in Non-Profit Sectors, among many others. It also contains illustrative case studies and performance support tools. Sponsored by International Society for Performance Improvement (ISPI), the Handbook of Improving Performance in the Workplace, three-volume reference, covers three core areas of interest including Instructional Design and Training Delivery, Selecting and Implementing Performance Interventions, and Measurement and Evaluation.
Book Synopsis ECIC 2013 Proceedings of the 5th European Conference on Intellectual Capital by : Lidia Garcia
Download or read book ECIC 2013 Proceedings of the 5th European Conference on Intellectual Capital written by Lidia Garcia and published by Academic Conferences Limited. This book was released on 2013 with total page 626 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis How Organizations Learn by : Patrick L. Townsend
Download or read book How Organizations Learn written by Patrick L. Townsend and published by Quality Press. This book was released on 2007-07-31 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizations learn effectively by following a three-step cycle: investigating the situation; identifying failures and successes; and institutionalizing the lessons so that they become “the way things are done.” This book examines this 3-I learning cycle as it is used in the United States Army. Prominent companies such as General Electric, Motorola, Harley-Davidson, and Amoco have taken advantage of the army’s experiences as they’ve moved through this cycle, reinventing themselves as learning organizations. These companies and more have gleaned valuable lessons from the army’s After-Action Reviews (AARs) and Center for Army Lessons Learned (CALLs). Parallels are drawn between the Army’s experience and the quality movement. Among the similarities are the idea that everything can be improved and the emphasis on integrating working and learning, with each supporting the other. The concepts of AARs and CALLs, like many quality tools, are relatively straightforward and easy to understand. Nonetheless, they require dedication and perseverance to implement fully and sustain. As with all quality concepts and tools, though, the results easily justify the effort!
Book Synopsis Measurement Matters by : Brooks Carder
Download or read book Measurement Matters written by Brooks Carder and published by Quality Press. This book was released on 2005-01-02 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many organizations still operate with an all-too-familiar polarization between managers and employees. The work of employees is checked, measured, audited, and rechecked. Incentive programs, quotas, and evaluations are doggedly adhered to. And often, as a result, resources are wasted, morale plummets, and defects actually increase. Why exactly does this system continue to run amok? What is an effective alternative? By installing an effective assessment process that successfully measures employee performance without impeding production, the organization can become more efficient and employee satisfaction increases. Measurement Matters builds on the principles of Dr. W. Edwards Deming, as well as the life experiences of both authors, to create a unique, proven approach to effecting positive change in organizations and individuals. This book is full of entertaining, eye-opening examples we can all relate to that combine human psychology with hard data to prove there is a better way. By implementing positive change, and properly measuring and assessing the progress, an organization and its employees can grow and prosper. PRAISE FOR Measurement Matters "Measurement Matters by Carder and Ragan is a book that should be read by practitioners interested in understanding and improving the underlying factors that affect the safety, health and environmental performance of firms." Isadore (Irv) Rosenthal, Senior Fellow Wharton Risk Management and Decision Processes Center Nominated by President Clinton, and confirmed by the Senate, to a five-year position as a member of the National Chemical Safety and Hazards Investigation Board in 1998.
Book Synopsis The Oxford Handbook of Corporate Reputation by : Michael L. Barnett
Download or read book The Oxford Handbook of Corporate Reputation written by Michael L. Barnett and published by OUP Oxford. This book was released on 2012-07-19 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: What does it mean to have a "good" or "bad" reputation? How does it create or destroy value, or shape chances to pursue particular opportunities? Where do reputations come from? How do we measure them? How do we build and manage them? Over the last twenty years the answers to these questions have become increasingly important-and increasingly problematic-for scholars and practitioners seeking to understand the creation, management, and role of reputation in corporate life. This Handbook intends to bring definitional clarity to these issues, giving an account of extant research and theory and offering guidance about where scholarship on corporate reputation might most profitably head. Eminent scholars from a variety of disciplines, such as management, sociology, economics, finance, history, marketing, and psychology, have contributed chapters to provide state of the art definitions of corporate reputation; differentiate reputation from other constructs and intangible assets; offer guidance on measuring reputation; consider the role of reputation as a corporate asset and how a variety of factors, including stage of life, nation of origin, and the stakeholders considered affect its ability to create value; and explore corporate reputation's role more broadly as a regulatory mechanism. Finally, they also discuss how to manage and grow reputations, as well as repair them when they are damaged. In discussing these issues this Handbook aims to move the field of corporate reputation research forward by demonstrating where the field is now, addressing some of the perpetual problems of definition and differentiation, and suggesting future research directions.
Book Synopsis Recent Developments in Mobile Communications by : Juan P. Maícas
Download or read book Recent Developments in Mobile Communications written by Juan P. Maícas and published by BoD – Books on Demand. This book was released on 2011-12-16 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recent Developments in Mobile Communications - A Multidisciplinary Approach offers a multidisciplinary perspective on the mobile telecommunications industry. The aim of the chapters is to offer both comprehensive and up-to-date surveys of recent developments and the state-of-the-art of various economical and technical aspects of mobile telecommunications markets. The economy-oriented section offers a variety of chapters dealing with different topics within the field. An overview is given on the effects of privatization on mobile service providers' performance; application of the LAM model to market segmentation; the details of WAC; the current state of the telecommunication market; a potential framework for the analysis of the composition of both ecosystems and value networks using tussles and control points; the return of quality investments applied to the mobile telecommunications industry; the current state in the networks effects literature. The other section of the book approaches the field from the technical side. Some of the topics dealt with are antenna parameters for mobile communication systems; emerging wireless technologies that can be employed in RVC communication; ad hoc networks in mobile communications; DoA-based Switching (DoAS); Coordinated MultiPoint transmission and reception (CoMP); conventional and unconventional CACs; and water quality dynamic monitoring systems based on web-server-embedded technology.
Book Synopsis Actionable Performance Measurement by : Marvin T. Howell
Download or read book Actionable Performance Measurement written by Marvin T. Howell and published by Quality Press. This book was released on 2005-06-30 with total page 297 pages. Available in PDF, EPUB and Kindle. Book excerpt: Measurement is absolutely essential for any organization or company, functional area, department, business unit, project, or individual. Companies must know how their processes are performing, how well they are meeting customers’ needs, how targeted improvements are being achieved, and how management is doing. Accurate performance measures tell companies where they are, and to take action if they are not on track or if performance does not meet expectations.Actionable Performance Measurement presents many different methods to help readers develop metrics and performance measures. To aid in corporate measures development and strategic, tactical and/or business planning, a quick and effective method of identifying specific key results areas is outlined and explained. Both customer and employee focuses are presented: how to measure each, and how to develop good surveys. In addition, Howell explains several methods for setting realistic-but-stretch targets, as well as a technique for measuring “apples and oranges.”Readers will be able to measure employee and customer satisfaction, and be prepared to capably lead or be a member of a corporate or business unit measurement team to assess existing performance indicators effectiveness.Included is a student workbook to be used as a teaching tool in conjunction with the books.
Book Synopsis The HIP Investor by : R. Paul Herman
Download or read book The HIP Investor written by R. Paul Herman and published by John Wiley & Sons. This book was released on 2010-04-26 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: A new breed of investing that combines making more money and making a difference First there were the "Profiteers," investors who sought to make money regardless of the cost to society. Then came the "Do-Gooders," investors who avoided "bad" companies and supported "good" ones, based on philosophy over financials. Now this book introduces a brand new breed of investor: The HIP Investor. Written for those who want to profit handsomely while also building a better world, it will help you discover companies that are boosting the bottom line by solving key human needs through innovative products and services-benefiting customers, engaging employees, and delivering sustainable, profitable growth for their investors. That's the Human Impact + Profit, or HIP, approach. In The HIP Investor, R. Paul Herman-creator of the HIP methodology-introduces a revolutionary system that allows investors to profit and make a positive impact. It values measurable results over policies and philosophies, and shows how higher-performing companies can deliver both human impact and profit for shareholders. This book Provides a compelling, easy to use "investor tool-kit" so you can quickly "HIP" your portfolio Reveals the three questions you should ask when looking for a company to invest in Illustrates how world problems can be solved for profit by companies and investors making informed decisions You can make money while making a difference, and The HIP Investor is here to show you how.
