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Making Customer Satisfaction Happen
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Book Synopsis Making Customer Satisfaction Happen by : R.M. McNealy
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.
Book Synopsis Customer Satisfaction is Worthless, Customer Loyalty is Priceless by : Jeffrey H. Gitomer
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.
Book Synopsis Business for Foundation Degrees and Higher Awards by : Robert Dransfield
Download or read book Business for Foundation Degrees and Higher Awards written by Robert Dransfield and published by Heinemann. This book was released on 2004 with total page 786 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business for Foundation Degrees and Higher Awards gives students the underpinning knowledge they need to succeed in one volume. A core textbook covering the first two years of a degree programme written for the Foundation Degree and the Higher National Diploma.
Book Synopsis Advanced Business by : David Needham
Download or read book Advanced Business written by David Needham and published by Heinemann. This book was released on 2000 with total page 692 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everything you need to cover the compulsory units of the AVCE specification can be found in the student-friendly textbook. The Tutor's Resource File contains all the extra materials, ideas and support to get the very best from your students.
Book Synopsis Retailing Management by : Michael Levy
Download or read book Retailing Management written by Michael Levy and published by . This book was released on 2014-03 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Book Synopsis The Handbook of Marketing Research by : Rajiv Grover
Download or read book The Handbook of Marketing Research written by Rajiv Grover and published by SAGE. This book was released on 2006-06-23 with total page 721 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm.
Book Synopsis Applied Business by : Robert Dransfield
Download or read book Applied Business written by Robert Dransfield and published by Heinemann. This book was released on 2005 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exactly what you need for the new AS level GCE in Applied Business These brand new books have been written to match the specifications of this new qualification and provide all the information needed - whether it is a single award or double award, with Edexcel or OCR. Four separate books ensure that students receive exactly the right support with no redundant material. Lots of activities add interest and give students the opportunity to work outside the classroom in the real business world. This helps to emphasise the vocational nature of the qualification. Case studies with questions give students real-life perspectives on business and the issues surrounding it. Marginal notes draw attention to key points and suggest relevant activities.
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: The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.
Book Synopsis Facilities Management by : Keith Alexander
Download or read book Facilities Management written by Keith Alexander and published by Routledge. This book was released on 2013-04-15 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text provides an overview of the interdisciplinary nature of facilities management. It discusses the framework within which facilites managers should operate and the key requirements of their task.
Book Synopsis Making Customer Satisfaction Happen by : Roderick M. McNealy
Download or read book Making Customer Satisfaction Happen written by Roderick M. McNealy and published by . This book was released on 1994 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.
Book Synopsis The Robot Syndrome by : John J. Miksa
Download or read book The Robot Syndrome written by John J. Miksa and published by AuthorHouse. This book was released on 2009-07-16 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Great Global Recession has rumbled through the worlds economies like a freight train out of control and wreaked havoc with businesses both large and small in every industry. Fewer customers are spending less and demanding more satisfaction with every purchase. And as companies continue to reduce the size of their workforces, employees are challenged as never before to maintain and improve customer satisfaction. How can employees at every level in a company contribute to delivering uniquely human customer service? How can they learn to overcome using robot-like responses to address customer service issues? What mustevery employee learn to do tohelp transformtheir companys customer service into a competitive advantage? In his book, The Robot Syndrome, John presents a highly practical set of Adaptive Service Principles and companion Pointers to address what may be todays most pressing business issue. Using an entertaining combination of wit, common sense, and practical advice, he presents a new way to help companies achieve and sustain the highest possible level of customer satisfaction. By using the principles and pointers that he sets forth, individuals will become more adaptive and will learn to unleash the power of their minds and the uniquely human traits of their hearts, one customer interaction at a time.
Book Synopsis The Ultimate Question by : Fred Reichheld
Download or read book The Ultimate Question written by Fred Reichheld and published by . This book was released on 2007-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
Book Synopsis customer satisfaction what happened? by : barbara everitt bryant
Download or read book customer satisfaction what happened? written by barbara everitt bryant and published by . This book was released on 1998 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Emotional Value written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2000-04 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.
Book Synopsis Satisfaction: A Behavioral Perspective on the Consumer by : Richard L. Oliver
Download or read book Satisfaction: A Behavioral Perspective on the Consumer written by Richard L. Oliver and published by Routledge. This book was released on 2014-12-18 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis 100 Practical Ways to Improve Customer Experience by : Martin Newman
Download or read book 100 Practical Ways to Improve Customer Experience written by Martin Newman and published by Kogan Page Publishers. This book was released on 2018-08-03 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
