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Total Customer Satisfaction
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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!
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
Author :Michael Johnson & Andres Gustafsson Publisher :John Wiley & Sons ISBN 13 :9788126509393 Total Pages :240 pages Book Rating :4.5/5 (93 download)
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:
Book Synopsis Customer Satisfaction by : Craig Cochran
Download or read book Customer Satisfaction written by Craig Cochran and published by Paton Professional. This book was released on 2003 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion
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 AMA Handbook for Customer Satisfaction by : Alan F. Dutka
Download or read book AMA Handbook for Customer Satisfaction written by Alan F. Dutka and published by N T C Business Books. This book was released on 1995 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE by : Stuart McKechnie
Download or read book THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE written by Stuart McKechnie and published by Archway Publishing. This book was released on 2014-08-08 with total page 423 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about 'Total Customer Service' .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces 'The Customer Service Hallmark', a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond 'Have a Nice Day 'and the obvious 'Surface' approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions 'Total Customer Service' within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of 'Total Customer Service' and organisation improvement. Anyone who has an interest in 'Total Customer Service' and organisation performance improvement will find this book valuable and enjoyable. 'Vision to Action', 'Sub System Synergy', 'Hilltops', 'ERUDITE Leadership, ' 'Futuristic Thinking', 'Competitive Integrity ' and 'Triple E' touch point management all contribute to Customer Service' and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The 'Four Dimensions' of the Customer Service Hallmark provide an integrated framework which positions 'Total Customer Service' as a coordinated strategic response to achieving organisation improvement and strategic intent.
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
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.
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.
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
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.
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.
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
Book Synopsis Superior Customer Value by : Art Weinstein
Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Book Synopsis Managing for Victory by : James Saylor
Download or read book Managing for Victory written by James Saylor and published by Lulu.com. This book was released on with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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.
