Handbook of Customer Satisfaction and Loyalty Measurement PDF Download
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Author: Nigel Hill
Publisher: Gower Publishing, Ltd.
ISBN: 9780566081941
Category : Business & Economics
Languages : en
Pages : 312
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Book 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. This new edition includes four new chapters on loyalty measurement.
Author: Nigel Hill
Publisher: Gower Publishing, Ltd.
ISBN: 9780566081941
Category : Business & Economics
Languages : en
Pages : 312
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Book 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. This new edition includes four new chapters on loyalty measurement.
Author: Nigel Hill
Publisher: Routledge
ISBN: 1351888552
Category : Business & Economics
Languages : en
Pages : 349
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Book Description
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.
Author: Nigel Hill & Jim Alexander
Publisher:
ISBN: 9789380110196
Category : Consumer satisfaction
Languages : en
Pages : 290
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Book Description
Author: Nigel Hill
Publisher: Taylor & Francis
ISBN: 1351930052
Category : Business & Economics
Languages : en
Pages : 161
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Book Description
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!
Author: Nigel Hill
Publisher:
ISBN: 9781315253107
Category : BUSINESS & ECONOMICS
Languages : en
Pages : 151
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Book Description
"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!"--Provided by publisher.
Author: Nigel Hill
Publisher: The Leadership Factor
ISBN: 0955416116
Category : Consumer satisfaction
Languages : en
Pages : 322
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Book Description
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.
Author: Derek R. Allen
Publisher: Quality Press
ISBN: 0873893352
Category : Business & Economics
Languages : en
Pages : 265
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Book Description
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.
Author: David Wealleans
Publisher: Gower Publishing, Ltd.
ISBN: 9780566083495
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Annotation Wealleans, a chartered engineer and practicing business leader, details steps for creating performance measurements at the working level. He addresses procedures for identifying, designing, monitoring, and using measurements and how these might relate to other objectives within an organization, and explores the use of general performance measurement as a management tool for the areas of control, customer satisfaction, and business improvement. Unlike many other guides, a distinction is made between general strategic measurement, and monitoring of process-level measurements that directly relate to the performance of an individual work team. The author is head of international operations for a maritime technology company. Annotation c. Book News, Inc., Portland, OR (booknews.com).
Author: Nigel Hill
Publisher:
ISBN: 9788179290514
Category :
Languages : en
Pages :
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Book Description
Author: Nigel Hill
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 0
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Book Description
