The Customer Satisfaction Audit

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Author :
Publisher : Financial Times/Prentice Hall
ISBN 13 : 9780273647072
Total Pages : 124 pages
Book Rating : 4.6/5 (47 download)

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Book Synopsis The Customer Satisfaction Audit by : Abram I. Bluestein

Download or read book The Customer Satisfaction Audit written by Abram I. Bluestein and published by Financial Times/Prentice Hall. This book was released on 1999-11-03 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: ASSESS YOUR CUSTOMER CONTACT STRATEGYResearch has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Yet a totally satisfied customer is less likely to be attracted by price reductions offered by your competitors and hence will remain loyal to a company.This audit shows you how to achieve competitive advantage by achieving total customer satisfaction. It provides you with a mechanism for auditing your existing customer satisfaction process and describes:-Why companies fail to satisfy their customers-The requirements of an effective customer service programme-How to plan your audit in a straightforward and practical manner-The steps needed to conduct a comprehensive customer satisfaction audit-How to implement a customer satisfaction audit-

Customer Satisfaction

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Author :
Publisher : The Leadership Factor
ISBN 13 : 0955416116
Total Pages : 322 pages
Book Rating : 4.9/5 (554 download)

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Book Synopsis Customer Satisfaction by : Nigel Hill

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.

The Handbook of Customer Satisfaction and Loyalty Measurement

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Author :
Publisher : Routledge
ISBN 13 : 1351888552
Total Pages : 349 pages
Book Rating : 4.3/5 (518 download)

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Book Synopsis The Handbook of Customer Satisfaction and Loyalty Measurement by : Nigel Hill

Download or read book The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Routledge. This book was released on 2017-03-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

How to Measure Customer Satisfaction

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Author :
Publisher : Routledge
ISBN 13 : 1351930044
Total Pages : 160 pages
Book Rating : 4.3/5 (519 download)

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Book Synopsis How to Measure Customer Satisfaction by : Nigel Hill

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!

Measuring Customer Satisfaction

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Author :
Publisher : ASQ Quality Press
ISBN 13 :
Total Pages : 182 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Measuring Customer Satisfaction by : Bob E. Hayes

Download or read book Measuring Customer Satisfaction written by Bob E. Hayes and published by ASQ Quality Press. This book was released on 1992 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved

Business Process Mapping

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Author :
Publisher : John Wiley & Sons
ISBN 13 : 0470444584
Total Pages : 340 pages
Book Rating : 4.4/5 (74 download)

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Book Synopsis Business Process Mapping by : J. Mike Jacka

Download or read book Business Process Mapping written by J. Mike Jacka and published by John Wiley & Sons. This book was released on 2009-07-07 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Business Process Mapping IMPROVING Customer Satisfaction SECOND EDITION "A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches and critical success factors, based on years of practical, customer-focused experience. A real winner!" Timothy R. Holmes, CPA, former General Auditor, American Red Cross "Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic of business process mapping. From the outset, this book will engage you and draw you into the world of business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, the authors provide detailed examples and exhibits used to document a process. Each chapter also includes a 'Recap' and 'Key Analysis Points' which enable the reader to distill the highlights of the chapter." Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy, W. P. Carey School of Business, Arizona State University "Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach that enables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide you with a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvement management, and business process engineers." Dean Bahrman, VP and Internal Audit Director (Retired), Global Financial Services Companies "Mike Jacka and Paulette Keller show their expertise with the application of business process mapping in increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of both authors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!" Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist, JPA International, Inc., Beverly Hills, California

Customer-satisfaction Audit

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Author :
Publisher :
ISBN 13 :
Total Pages : 80 pages
Book Rating : 4.3/5 (555 download)

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Book Synopsis Customer-satisfaction Audit by : Richard N. Lemieux

Download or read book Customer-satisfaction Audit written by Richard N. Lemieux and published by . This book was released on 1985 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Satisfied Customer

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Author :
Publisher : Palgrave MacMillan
ISBN 13 :
Total Pages : 264 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis The Satisfied Customer by : Claes Fornell

Download or read book The Satisfied Customer written by Claes Fornell and published by Palgrave MacMillan. This book was released on 2007-11-27 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leading expert redefines customer service for the twenty-first century

Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System

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Author :
Publisher : John Wiley & Sons
ISBN 13 : 9788126509393
Total Pages : 240 pages
Book Rating : 4.5/5 (93 download)

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Book Synopsis Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System by : Michael Johnson & Andres Gustafsson

Download or read book Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System written by Michael Johnson & Andres Gustafsson and published by John Wiley & Sons. This book was released on 2006-09 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Beyond Customer Satisfaction to Customer Loyalty

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Author :
Publisher : Amacom Books
ISBN 13 : 9780814423622
Total Pages : 148 pages
Book Rating : 4.4/5 (236 download)

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Book Synopsis Beyond Customer Satisfaction to Customer Loyalty by : Keki R. Bhote

Download or read book Beyond Customer Satisfaction to Customer Loyalty written by Keki R. Bhote and published by Amacom Books. This book was released on 1996 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Customer Experience 3.0

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Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Customer Experience 3.0 by : John A. Goodman

Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves
while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

A Dictionary of Business Research Methods

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Author :
Publisher : Oxford University Press
ISBN 13 : 0192518518
Total Pages : 188 pages
Book Rating : 4.1/5 (925 download)

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Book Synopsis A Dictionary of Business Research Methods by : John Duignan

Download or read book A Dictionary of Business Research Methods written by John Duignan and published by Oxford University Press. This book was released on 2016-02-18 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: This accessible new dictionary provides clear and authoritative definitions of terms, approaches, and techniques in the area of business research methods. It covers research philosophies including research design and qualitative and quantitative methods, types of data and data collection techniques, and organizing and reporting research finding. It is an invaluable resource for students, academics, and professionals learning about research methods as part of a business degree, and undertaking research in many fields including sociology, psychology, and marketing.

Analysis of Customer Satisfaction Data

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Author :
Publisher : Asq Press
ISBN 13 : 9780873894531
Total Pages : 243 pages
Book Rating : 4.8/5 (945 download)

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Book Synopsis Analysis of Customer Satisfaction Data by : Derek R. Allen

Download or read book Analysis of Customer Satisfaction Data written by Derek R. Allen and published by Asq Press. This book was released on 2000-01-01 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. it is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys. This is the focus of Analysis of Customer Satisfaction Data, which clearly demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. This book is a must read for anyone who is developing a customer satisfaction survey. - Richard Yorio Customer Satisfaction and Loyalty Manager Xerox Corporation.

Customer Satisfaction Measurement for ISO 9000: 2000

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Author :
Publisher : Routledge
ISBN 13 : 1136412433
Total Pages : 159 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Customer Satisfaction Measurement for ISO 9000: 2000 by : Bill Self

Download or read book Customer Satisfaction Measurement for ISO 9000: 2000 written by Bill Self and published by Routledge. This book was released on 2007-08-15 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

Financial Audit

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Author :
Publisher : DIANE Publishing
ISBN 13 : 9780756713560
Total Pages : 118 pages
Book Rating : 4.7/5 (135 download)

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Book Synopsis Financial Audit by : David M. Walker

Download or read book Financial Audit written by David M. Walker and published by DIANE Publishing. This book was released on 2001-08 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report presents the results of an audit of the financial statements of the Internal Revenue Service (IRS) as of and for the fiscal year ending Sep. 30, 2000. The report contains: (1) an unqualified opinion on IRS' financial statements; (2) opinion that internal controls at IRS as of Sep. 30, 2000, were not effective; and (3) report on IRS' noncompliance with two provisions of laws and regulations that were tested and IRS' financial management systems' lack of substantial compliance with the requirements of the Federal Financial Management Improvement Act of 1996.

The Handbook of Marketing Research

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Author :
Publisher : SAGE
ISBN 13 : 141290997X
Total Pages : 721 pages
Book Rating : 4.4/5 (129 download)

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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.

A Handbook for Measuring Customer Satisfaction and Service Quality

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Author :
Publisher : Transportation Research Board
ISBN 13 : 9780309063234
Total Pages : 222 pages
Book Rating : 4.0/5 (632 download)

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Book Synopsis A Handbook for Measuring Customer Satisfaction and Service Quality by : Morpace International

Download or read book A Handbook for Measuring Customer Satisfaction and Service Quality written by Morpace International and published by Transportation Research Board. This book was released on 1999 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.