|
Frequently Bought Together
Customers Who Bought This Item Also Bought
by Nigel Hill
|
Loyalty Effect, The: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F Reichheld |
Satisfaction: How Every Great Company Listens to the Voice of the Customer by Chris Denove |
by Paul Szwarc
|
Customer Satisfaction: The Customer Experience Through the Customer's Eyes by Nigel Hill |
Product details
Would you like to update product info or give feedback on images?
|
Customers Viewing This Page May Be Interested in These Sponsored Links(What is this?) |
Improve Customer Service
opens new browser window
www.cctonline.co.uk/customer_serv
-
CCT - Over 13 Years of Helping Call Centres Improve Customer Service
Product Description
Product Description
A Book in the University of Michigan Business School Series It′s a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five–stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know–how to make and keep them happy.
From the Inside Flap
Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer′s needs with their organization′s processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.Michael Johnson and Anders Gustafsson have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. Here they team up to introduce a five–stage process that establishes crucial connections between a company′s marketing, sales, product development, and customer service departments in order to deliver both top–quality products and a high–level customer experience.The process begins with measurement. Johnson and Gustafsson walk readers through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create formal customer surveys, and process and interpret the survey data. Then they show readers how to use that data to build a cohesive plan for quality improvement and ongoing customer management.By helping mid–level managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper–level managers to allocate the resources necessary to build a truly customer–oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know–how necessary to keep them happy.
Inside This Book
(Learn More)
First Sentence
Every company must be able to satisfy and retain customers. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Every company must be able to satisfy and retain customers. Read the first page
Explore More
Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Tags Customers Associate with This Product(What's this?)Click on a tag to find related items, discussions, and people.
|
What Do Customers Ultimately Buy After Viewing This Item?
 |
57% buy the item featured on this page: Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System (JBUMBS Series)£22.09 |
 |
16% buy The Handbook of Customer Satisfaction and Loyalty Measurement£76.00 |
 |
16% 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 |
 |
9% buy Satisfaction: How Every Great Company Listens to the Voice of the Customer £9.89 |
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. |
