by Nigel Hill
|
Customer Satisfaction: The Customer Experience Through the Customer's Eyes by Nigel Hill |
by Fred Reichheld
|
by Colin Shaw
|
Our Iceberg is Melting: Changing and Succeeding Under Any Conditions by John Kotter |
Customers Viewing This Page May Be Interested in These Sponsored Links(What is this?) |
Customers Who Bought This Item Also Bought
Product details
Would you like to update product info or give feedback on images?
|
Product Description
Product Description
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. 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, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.
Inside This Book
(Learn More)
First Sentence
Over the last decade organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Over the last decade organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction. Read the first page
Explore More
Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
What Do Customers Ultimately Buy After Viewing This Item?
 |
77% buy the item featured on this page: Handbook of Customer Satisfaction and Loyalty Measurement |
 |
14% buy Customer Satisfaction: The Customer Experience Through the Customer's Eyes £18.39 |
 |
7% buy Satisfaction: How Every Great Company Listens to the Voice of the Customer £9.89 |
 |
3% buy Researching Customer Satisfaction and Loyalty: How to Find Out What People Really Think (Market Research in Practice): How to Find Out What People Really Think (Market Research in Practice): 1 £20.95 |
Customer Reviews
|
There are no customer reviews yet.
|
|||
|
Video reviews
|
 |
Listmania!
|
|
Look for similar items by category
Look for similar items by subject
Feedback
- Would you like to update product info or give feedback on images?
- I am the Author, and I want to comment on my book.
- I am the Publisher, and I want to comment on this book.
Your Recent History
(What's this?)|
After viewing product detail pages or search results, look here to find an easy way to navigate back to pages you are interested in. |
