Improving Customer Satisfaction, Loyalty, and Profit: An Integrated… Hdcr NEW
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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System, Hardcover, NEW Shipped with USPS Media Mail. Condition: BRAND NEW Item specifics Condition: Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See the seller’s ... Read more Publication Year: 2000 Format: Hardcover Language: English ISBN: 0787953105 EAN: 9780787953102 About this product Product Information Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customers ’ needs with their organizations 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 companys ’ 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. Product Identifiers Publisher Wiley ISBN-10 0787953105 ISBN-13 9780787953102 Product Key Features Format Hardcover Publication Year 2000 Language English Additional Product Features Dewey Edition 21 Table of Content 1. Creating a Customer Measurement and Management System 2. Strategy and Planning 3. Building the Lens of the Customer 4. Building the Quality-Satisfaction-Loyalty Survey 5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data 6. From Information to Decisions: Priority Setting and Implementation Series Volume Number 10 Illustrated Yes Dewey Decimal 658.8/12 Series University of Michigan Business School Management Series Copyright Date 2000 Author Michael D. Johnson, Anders Gustafsson Number of Pages 240 Pages Lc Classification Number Hf5415.335.J64 2000 Lccn 00-009245
