Total Customer Satisfaction

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Total Customer Satisfaction

Author : Stephanie G. Sherman
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 400 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Total Customer Satisfaction by : Stephanie G. Sherman

Download or read book Total Customer Satisfaction written by Stephanie G. Sherman and published by Jossey-Bass. This book was released on 1998-12-18 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization. "A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas." --Irwin Press, president, Press, Ganey Associates, Inc. "This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance." --Quint Studer, president, Baptist Hospital, Inc. "Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book." --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service "This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." --Jerry Seibert, president, Parkside Associates

Total Customer Service for Profitability

Author : Larry Swaton
Publisher : Trafford Publishing
ISBN 13 : 1412000874
Total Pages : 233 pages
Book Rating : 4.4/5 (12 download)

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Book Synopsis Total Customer Service for Profitability by : Larry Swaton

Download or read book Total Customer Service for Profitability written by Larry Swaton and published by Trafford Publishing. This book was released on 2003 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers planning, marketing, maintenance, training, documentation, staffing, technical support, warranty, contracts, accounting, logistics, inventory, leadership, field service and collecting action. It is a chess game to put them together as a system. For more information, visit Larry Swaton's website at www.swatonandassociates.com.

Know Your Customer

Author : Robert B. Woodruff
Publisher : Wiley
ISBN 13 : 9781557865533
Total Pages : 362 pages
Book Rating : 4.8/5 (655 download)

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Book Synopsis Know Your Customer by : Robert B. Woodruff

Download or read book Know Your Customer written by Robert B. Woodruff and published by Wiley. This book was released on 1996-06-03 with total page 362 pages. Available in PDF, EPUB and Kindle. Book excerpt: Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.

Total Customer Service

Author : William H. Davidow
Publisher : HarperCollins Publishers
ISBN 13 : 9780060161804
Total Pages : 256 pages
Book Rating : 4.1/5 (618 download)

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Book Synopsis Total Customer Service by : William H. Davidow

Download or read book Total Customer Service written by William H. Davidow and published by HarperCollins Publishers. This book was released on 1989 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: A renowned marketing genius and one of today's foremost business journalists team up to unveil the new business trends of the 1990s and their prescriptions for business success.

How to Say it: Creating Complete Customer Satisfaction

Author : Jack Griffin
Publisher : Penguin
ISBN 13 : 1101623683
Total Pages : 364 pages
Book Rating : 4.1/5 (16 download)

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Book Synopsis How to Say it: Creating Complete Customer Satisfaction by : Jack Griffin

Download or read book How to Say it: Creating Complete Customer Satisfaction written by Jack Griffin and published by Penguin. This book was released on 2013-03-05 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution

Human Sigma

Author : Jim Asplund
Publisher : Simon and Schuster
ISBN 13 : 1595620451
Total Pages : 320 pages
Book Rating : 4.5/5 (956 download)

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Book Synopsis Human Sigma by : Jim Asplund

Download or read book Human Sigma written by Jim Asplund and published by Simon and Schuster. This book was released on 2007-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

Total Customer Satisfaction

Author : Jacques Horovitz
Publisher : Irwin Professional Pub
ISBN 13 : 9780786301089
Total Pages : 300 pages
Book Rating : 4.3/5 (1 download)

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Book Synopsis Total Customer Satisfaction by : Jacques Horovitz

Download or read book Total Customer Satisfaction written by Jacques Horovitz and published by Irwin Professional Pub. This book was released on 1994 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellent customer service is an essential tool for any company competing in today's climate. This book explores the activities of global companies with excellent reputations for customer service. Practical examples and in-depth case studies from the best in the business will enable companies to give the customers the best in service quality.

Total Customer Growth

Author : Adam Turinas
Publisher : Bublish, Inc.
ISBN 13 : 1647046971
Total Pages : 129 pages
Book Rating : 4.6/5 (47 download)

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Book Synopsis Total Customer Growth by : Adam Turinas

Download or read book Total Customer Growth written by Adam Turinas and published by Bublish, Inc.. This book was released on 2023-05-18 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Rock Solid ABM Bible,” - Charles Cantu, founder of Rest Digital “TCG Will be the Next Acronym on Every Marketers Lips,” - Bob Abrahamson, chief marketing officer, pCare “This book is very well written and full of actionable insight. I especially appreciate the many free tools offered for download as part of the book purchase,” - Kelly McDermott, chief marketing officer, of Caregility “A fresh take on ABM. It’s the sort of book you can come back to frequently for how-to’s and ideas,” - Drew Neisser, Founder of CMO Huddles and award-winning author If you have read or considered great books like ABM is B2B by Sangram Vajre or A Practitioner’s Guide to Account-based Marketing by Bev Burgess, you will enjoy this fresh and up-to-date take on ABM. Adam and Ben speak with hundreds of sales and marketing leaders every year. Several recurring issues come up: How to get started with ABM, how to win and grow a more profitable customer base and how to turn marketing into a competitive advantage. This book will answer these questions about ABM and propose a new, more holistic model for making your sales and marketing more effective. ABM is part of the answer and is emerging as the way to acquire new and more profitable customers. In addition, a relatively new concept has emerged called “account-based experience” (ABX) that addresses how to cross-sell, upsell, and convert customers into evangelists. This book proposes a new more efficient model that combines ABM, ABX, and other account-based strategies. We call it… Total Customer Growth Total Customer Growth is a system involving sales, marketing, and customer success to find, engage, convert, and grow profitable customers for life. It is a holistic approach to building a sustainable, long-term business model. We wrote this book as a comprehensive practical guide to ABM, ABX, and Total Customer Growth. The book includes how-to guides, strategic rationales, examples, and references to online resources to help in your journey. The book is divided into four parts: Part 1 - Strategic Foundations of Total Customer Growth Chapter 1 Why ABM Is Transforming B2B Sales and Marketing Chapter 2 The Total Customer Growth Framework Chapter 3 Starting with Intent Chapter 4 Targeting Chapter 5 The Buyer Journey Chapter 6 ABM Campaign Strategies and Personalization Chapter 7 Engagement and Content Planning Part 2 - Putting ABM into Action Chapter 8 The ABM Technology Platform Chapter 9 SDRs: ABM’s Secret Weapon Chapter 10 Measurement Matters Part 3 - ABM to ABX Chapter 11 Envisioning ABX and Total Customer Growth Chapter 12 Account Insight-Driven Growth Chapter 13 Turning Customers into Positive Influencers Part 4 - Get Moving. Get Scaling. Chapter 14 Think/Crawl/Walk/Run Chapter 15 Scaling and Evolving Chapter 16 Being Agile Chapter 17 The Total Customer Growth Organization

Marketing Metrics

Author : Neil Bendle
Publisher : FT Press
ISBN 13 : 0136755313
Total Pages : 710 pages
Book Rating : 4.1/5 (367 download)

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Book Synopsis Marketing Metrics by : Neil Bendle

Download or read book Marketing Metrics written by Neil Bendle and published by FT Press. This book was released on 2020-08-23 with total page 710 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your Definitive, Up-to-Date Guide to Marketing Metrics—Choosing Them, Implementing Them, Applying Them This award-winning guide will help you accurately quantify the performance of all your marketing investments, increase marketing ROI, and grow profits. Four renowned experts help you apply today's best practices for assessing everything from brand equity to social media, email performance, and rich media interaction. This updated edition shows how to measure costly sponsorships, explores links between marketing and financial metrics for current and aspiring C-suite decision-makers; presents better ways to measure omnichannel marketing activities; and includes a new section on accountability and standardization in marketing measurement. As in their best-selling previous editions, the authors present pros, cons, and practical guidance for every technique they cover. Measure promotions, advertising, distribution, customer perceptions, competitor power, margins, pricing, product portfolios, salesforces, and more Apply web, online, social, and mobile metrics more effectively Build models to optimize planning and decision-making Attribute purchase decisions when multiple channels interact Understand the links between search and distribution, and use new online distribution metrics Evaluate marketing's impact on a publicly traded firm's financial objectives Whatever your marketing role, Marketing Metrics will help you choose the right metrics for every task—and capture data that's valid, reliable, and actionable.

How to Measure Customer Satisfaction

Author : Nigel Hill
Publisher : Gower Publishing, Ltd.
ISBN 13 : 9780566085956
Total Pages : 166 pages
Book Rating : 4.0/5 (859 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 Gower Publishing, Ltd.. This book was released on 2003 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. 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!

Making Customer Satisfaction Happen

Author : R.M. McNealy
Publisher : Springer Science & Business Media
ISBN 13 : 9780412589201
Total Pages : 218 pages
Book Rating : 4.5/5 (892 download)

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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.

CUSTOMER SATISFACTION ON MOBILE PHONE SERVICES

Author : Dr. Sakru Ketavath
Publisher : Lulu.com
ISBN 13 : 1387680439
Total Pages : 166 pages
Book Rating : 4.3/5 (876 download)

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Book Synopsis CUSTOMER SATISFACTION ON MOBILE PHONE SERVICES by : Dr. Sakru Ketavath

Download or read book CUSTOMER SATISFACTION ON MOBILE PHONE SERVICES written by Dr. Sakru Ketavath and published by Lulu.com. This book was released on with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Total Quality Service

Author : D.H. Stamatis
Publisher : Routledge
ISBN 13 : 1351407686
Total Pages : 342 pages
Book Rating : 4.3/5 (514 download)

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Book Synopsis Total Quality Service by : D.H. Stamatis

Download or read book Total Quality Service written by D.H. Stamatis and published by Routledge. This book was released on 2018-12-12 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times. Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.

Improving Your Measurement of Customer Satisfaction

Author : Terry G. Vavra
Publisher : Quality Press
ISBN 13 : 0873898303
Total Pages : 509 pages
Book Rating : 4.8/5 (738 download)

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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

Tourist Customer Service Satisfaction

Author : Francis P. Noe
Publisher : Routledge
ISBN 13 : 1136975985
Total Pages : 204 pages
Book Rating : 4.1/5 (369 download)

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Book Synopsis Tourist Customer Service Satisfaction by : Francis P. Noe

Download or read book Tourist Customer Service Satisfaction written by Francis P. Noe and published by Routledge. This book was released on 2010-10-04 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

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

Author : Michael Johnson & Andres Gustafsson
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:

Handbook of Customer Satisfaction and Loyalty Measurement

Author : Nigel Hill
Publisher : Gower Publishing, Ltd.
ISBN 13 : 9780566081941
Total Pages : 312 pages
Book Rating : 4.0/5 (819 download)

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

Download or read book Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Gower Publishing, Ltd.. This book was released on 2000 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: An examination of how to use research effectively. 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. This new edition includes four new chapters on loyalty measurement.