Breanne always provides clear and specific help for customer experiences that exceeds what I could create on my own. She truly is a course design rockstar." - Chris Guillebeau, NYT Bestselling Author, The $100 Startup``Breanne's powerful blend of learning strategies and their application to the online marketplace has completely changed my business. If you're ready to build your next highly profitable online course, program or workshop but don't want to settle for less-than-transformational results, you need to read `Beyond Satisfaction'.
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.
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The Psychology of Price Explaining the science behind pricing, The Psychology of Price has practical, jargon-free advice on pricing strategies and techniques that can be immediately applied. Includes a toolkit to work out the price point for any product plus expert tips to help businesses understand consumer behaviour and achieve higher sales. Full description
This hilarious book goes beyond customer service and teaches the reader how to build a customer base built on love, respect and admiration. Humorous insights in the book are designed to inspire employees to deliver extraordinary loyalty-inducing service. Learn why customer satisfaction is a pathetic goal and how to make the quantum leap to customer loyalty.
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This report presents findings from a customer satisfaction study conducted in Cobb County, Georgia. The primary hypothesis of this study is that it is possible to develop customer satisfaction measures that are a reliable determinant of roadway quality. A signal system upgrade in Cobb County, Georgia offered the opportunity to test this hypothesis. The Cobb County Department of Transportation planned to instrument 15 signalized intersections on Paces Ferry Road with the Sydney Coordinated Adaptive System (SCATS).
Seminar paper from the year 2012 in the subject Business economics - Operations Research, grade: A, University of Massachusetts Boston, language: English, abstract: Continuous improvement refers to the process in which an organization makes effort to improve its services, processes and products. For the process of continuous improvement to become successful, it is necessary for an organization to have good feedback mechanisms where customers' preferences are evaluated according to the goals that a company has.
The financial benefits accruing from improvements in customer satisfaction are so significant that customer satisfaction measurement has become an important business need. The results of customer satisfaction measurement often form a key basis for improving service quality and are often linked to pay and bonuses. It is therefore imperative for CEOs and senior managers to understand the principles behind customer satisfaction measurement.
This report is on customer satisfaction of visitors to refuges of the Fish & Wildlife Service (FWS) of the Department of the Interior. The methodology used for this study is that of the American Customer Satisfaction Index (ACSI) which combines survey input with cause and effect modeling to produce indices of satisfaction, and the drivers and outcomes of satisfaction.
In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell explains how to quantify and increase the value of a firm's customer relationships-what he calls the Customer Asset.
An Application of the American Customer Satisfaction Index Model (Acsim) in the Nepalese Mobile Phone Sector: Paperback: Grin Verlag: 9783668208346: 10 Jun 2016
Outsourcing and Customer Satisfaction: Paperback: Xlibris Corporation: 9781456864569: 21 Mar 2011
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as "Customer Service Training 101", this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction.
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Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.
* Includes both a client and supplier perspective of market research on customer satisfaction and loyalty
This book consists of two main topics, namely sales force motivation and customer satisfaction. Therefore the results will be of value for a broad range of people. First, this paper provides an academic evaluation of different motivational factors. A reader should know what factors influence the motivation of sales people and in what way. Knowing the reasons for motivation is helpful when leading a company or directing a sales force.
Due to demographic changes, finding and retaining good employees became increasingly difficult in recent times. Accordingly companies turn into competitors not only in matters of customers but also jobholders. Companies have to accept that good staff members become a limited resource for whom you have to crusade for and who cannot be replaced easily.
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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.
Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one s own home front. Exploring the Kano Model, The Customer-Driven Organization: Employing the Kano Model explains why just meeting customer needs is no longer enough for today s organizations.
For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media.
Quality function deployment or briefly QFD, that is one of the important tools in quality engineering in line with increasing care for clients will, was formed in automobile industry in 70's. Purpose of this tool is development in client's qualitative demands to all of the steps and processes of production designing and manufacturing. Final goal of QFD is to realize and translate client's qualitative demands to technical and engineering language of the organization.
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.
Aim of this research was investigating relationship between customer satisfaction and service quality in Passargad insurance of Khorasan Razavi. Five dimensions of customer satisfaction include reliability, capabilities, responsiveness and assurance and empathy were tested by SERVPERF model. Sampling in this study was cluster and 196 people selected by SPSS software in order to complete questionnaire.
Customer Satisfaction & Corporate Reputation: Paperback: Scholars' Press: 9783639765366: 28 May 2015
Master's Thesis from the year 2013 in the subject Business economics - Miscellaneous, University Of Wales Institute, Cardiff, course: MBA, language: English, abstract: Brands and brand equity are two of the most powerful concepts in current marketing thinking. The reason' why' it is of importance can be plainly seen by the enduring value it has for the consumers.
Visits to customers by a cross-functional team of marketers and engineers play an important role in new product development, entry into new markets, and in exploring customer satisfaction and dissatisfaction. The new edition of this widely used professional resource provides step-by-step instructions for making effective use of this market research technique.
Discusses methods for understanding what library patrons want in order to improve services, covering strategies to evaluate customer satisfaction, use computer technology to conduct surveys, analyze survey results, and spot trends.
Customer is the most important part of any business and the success or failure of an organization depends on how it treats its customers. If the organization keeps its customers happy and satisfied then it is quite probable that the business will flourish and the company would grow. The significance of customer satisfaction has further enhanced in the modern times as the companies are jostling for customer share and have also acknowledged the importance of satisfied and loyal customers.
Master's Thesis from the year 2014 in the subject Business economics - Trade and Distribution, grade: 2,3, University of Applied Sciences Essen, language: English, comment: Folgende Themen werden behandelt: Megatrends / Mobile Marketing / Erfolgsfaktoren Mobile Marketing / Smartphone / Apps / Kundenzufriedenheit / Kano Modell / Fallbeispiele Applikationen: Mobile Messaging, Mobile Tagging - extended Packaging, Barcoo, Mobile Payment - Mobile Wallet, Starbucks, Augmented Reality / Mobile Kundenkarte - Payback, Shopkick, Datenschutz.
Universal Banking refers to financial intermediaries offering a wide range of banking and financial services under one roof. It is a one-stop super market for both wholesale and retail services. It is a combination of commercial banking, investment banking, insurance and various other activities. This book has been written in very simple and easily understandable manner with relevant quoted references from earlier researchers in this field.
In today's competitive environment delivering high quality service is the key for sustainable competitive advantage. Customer's satisfaction does have a positive effect on an organization's profitability. The development and improvement of service quality in banking services is a concern of society from year to year. This can be seen increasing competition in service quality in banking.
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In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction.
Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, ESCP Europe, course: Complexity, Ecommerce, Electronic Commerce, E-Satisfaction, Expertise Knowledge, Means-End Chain, Product Search Interfaces, Usability, Virtual Product Advisors, WebQual, Web Site Quality, Search Navigation, language: English, abstract: Consumers nowadays purchase a variety of products in online shops for different reasons.
Basically, every organization is established to serve customers of diverse needs. While this fact persists, the current swiftly changing needs of customers force service rendering entities to adjust themselves to the required trend if they are to stay in the modern system of work environment. In contrast, especially, public sector organizations tend to provide service with poor quality as perceived by public.
The e-payment system adopted in the Nigerian financial system is expected to address the challenges inherent in the manual settlement and payment system. Despite the series of technological innovation of the e-payment facilities, cash usage still represented over 99 percent of the total transactions as at December, 2012 as posited by the CBN in 2013.
To be successful, owners of women's beauty salon must look into the needs and wants of their customers. This is the reason why many researchers and academicians have continuously emphasized on the assessment of customer satisfaction level. Hence, the rationale behind undertaking this study is to assess the basic factors that affect customer satisfaction level in women's beauty salon.
Service quality is about meeting customers' needs and requirements, and how well the service level delivered matches customers' expectations. It pays- off for the service institutions. It lends credibility to the service personnel, stimulates positive word-of-mouth, widens students' perception of value and enhances the confidence and loyalty of both customers and service people.
Those organizations providing service are demanded to assess frequently the quality of their service delivery. By doing so and adjusting their service performances according to the expectations of their customers enable them to survive, compete and ultimately assist them to sustain in that business line. Currently, organizations are attempting to achieve increased customer satisfaction by focusing on the quality of the service being provided.
Stay ahead of your customers as their service expectations change! In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all levels of the hospitality and tourism industry.
Customer Satisfaction in Service Industries: Paperback: Wisdom House UK: 9781842900710: 15 Apr 2010
The topic of the research was comparative study between PIA and Emirates on service quality and customer satisfaction. The purpose of the research was to investigate the relationship between two variables. The sample size of the research was sixty (60). The tool for data collection was a well designed questionnaire. Five point Likert (1-5) scale was used to measure the responses.
Customer satisfaction is a term that has recieved much attention and interest among scholars and practitioners perhaps because of its importance as a key element of business strategy, and goals for all business activities. The objective of this work is to assess the level of customer satisfaction on Ethiopian made footwear at Mekelle city. The feasibility study conducted by Sheba Tannery shows that the market trend for leather footwear is relatively stable and demand and supply gap still remains high.
Franziska Krüger presents two quantitative cross-cultural studies that examine the generalizability of the Zone of Tolerance and the Confirmation/Disconfirmation-Paradigm across countries. She investigates the potential influence of Hofstede's cultural dimensions and the Big Five personality traits on the models' variables. As a result, the studies confirm that both models can be used to explain customer satisfaction and its determinants across national borders and cultures.
The world economy faces an increasingly trend in the importance of the service industry. Financial institutions play a crucial role in facilitating the accumulation and allocation of capital by channeling individual savings through loans to governments, businesses and individuals. Quality service delivery is not an optional competitive strategy which may, or may not, be adopted to differentiate one bank from another: today it is essential to corporate profitability and survival.
To assesses the effect of service delivery and quality on satisfaction of EEPCo customers in Bahir Dar town, the research used 175 customers as representative sample selected through Cluster, Stratified & simple random sampling technique. Questionnaire and interview were the tools used to gather information. SPSS is used to analyze the data. Primary and secondary data was used.
University education plays a crucial role in national development. The government's long-term policy is to provide a framework for sustainable, competitive and autonomous national university system. Such a policy objective will take account of the comparative strengths of private and public institutions with the aim of reducing wastage. One of the ways of achieving this is through establishment of distance learning by institutions of higher learning.
Business excellence is all about enabling the organization to give the customer what he wants when he wants it, everywhere, every time, but profitably. Customer service intelligence is supporting this business to transform the company into more efficient and effective regarding all areas of operational and process intelligence on the way to "Most Highly Regarded Service Company".
This book explores the satisfaction level among the customers of the legal profession in Malaysia in respect of the services provided by the legal profession and taking into account the issue of whether the lawyers respect the laws regarding collection of fees payable by the customers for the services provided and more importantly the practice of business ethics.
Master's Thesis from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 2,3, University of Applied Sciences Essen, course: Master of Business Administration, language: English, comment: Folgende Themen werden behandelt: Megatrends / Mobile Marketing / Erfolgsfaktoren Mobile Marketing / Smartphone / Apps / Kundenzufriedenheit / Kano Modell / Fallbeispiele Applikationen: Mobile Messaging, Mobile Tagging - extended Packaging, Barcoo, Mobile Payment - Mobile Wallet, Starbucks, Augmented Reality / Mobile Kundenkarte - Payback, Shopkick, Datenschutz.
The work deals with finding and evaluating the dimensions affecting customer satisfaction in Indian retail banking under the general scenario and under the specific scenario of service failure and subsequent service recovery. It deals with exploring the dimensions with the help of qualitative research through qualitative research tools like Grounded Theory, depth interviews, focus groups and index card sorting.
The advent of new forms of technology had created highly competitive market conditions for banks. Therefore, it becomes crucial for service providers to meet or exceed the target customers' satisfaction with quality of services expected by them. Hence, the present research was planned with the specific objectives - to study various aspects of services provided by the public, private and foreign banks and access of customers to these services, to analyze the constituent factors affecting customer satisfaction with the quality of services provided by the banks and to determine and compare the extent of customer's satisfaction with quality of banking services on the basis of different constituent factors.
This book is useful for those working on CRM projects, bank employees, students of graduate and post graduate and also for the research scholars working on bank's customer satisfaction, customer loyalty etc, A study based on 4 banks in India, among 2 are public sector and 2 are private sector. It is an extraction of the banker and customer experience.
The key issue that a sales manager faces in today's business environment is - "How to achieve growth objectives through implementing customer-oriented strategies in sales interactions for improved customer satisfaction and retention"? Clearly, the challenge therefore is to ensure that the salespeople in pursuit of achieving their sales quota must not deviate from the customer-oriented policies of the firm and hence the importance of measurement and monitoring of customer orientation at individual level.
Today customers/citizens of any nation want effective, efficient and equitable services. The global problem is one where Public service delivery is in a state of dilemma and service quality appears to be deteriorating. With this, customers/citizens are demanding an answer. In Pacific island countries (Fiji, Solomons and PNG) the area of public service delivery and service quality in particular appears to have received fairly modest attention.
The present Book endeavors to explore the customer satisfaction attributes in service sector in Banking and Insurance Sector in India. The Book is an exploratory inquiry based on primary data collection from customers of Banks and Insurance. Satisfied customers are the source of achieving the organizational goals and objectives. In today's competitive business world, customer satisfaction is an essential performance index and basic differentiator of business strategies.
Customer Satisfaction Measurement: Paperback: Peter Lang Gmbh, Internationaler Verlag Der Wissenschaften: 9783631489604: 01 Jun 1995
Customer satisfaction and loyalty are becoming increasingly important to most organisations 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.
An 8-step audit to ensure that your organisation stays focused on customer needs The only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans. This audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels.
Customer Service and Climate in English Language Teaching presents the results of research carried out in New Zealand to demonstrate the ways ELT can be conceptualized in terms of service and climate. Although ESL is a major worldwide service industry employing large numbers of professionals and serving millions of clients, it is an under-researched field and one that is under-represented in the management/business literature.
Previous research has shown that cost recovery is a prerequisite for sustainability of water services provision. The challenges for cost recovery are greater in urban areas of low-income countries where 88% of increase in global population is projected to be by 2015. Yet cost recovery in most urban water utilities in low income countries is low. In this study, a questionnaire was sent to 690 registered customers of an urban water utility in 11 towns of Uganda.
This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
How can insurance providers boost their image and increase business? Hedy and Les Abromovitz's Insuring Quality takes a hard look at the insurance industry and suggests innovative new ways of improving customer satisfaction, turbo-charging sales and polishing the tarnished image of the industry. The insurance industry has an image problem. From Woody Allen movies to greeting cards, insurance agents are ridiculed as boring, overbearing pests out to make a quick buck at someone's expense.
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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.
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer.
The objective of the research was to develop customer-driven customer service performance targets and measures for drinking water utilities by assessing customer perspectives and soliciting customer input. Customer satisfaction research often produces findings that are superficial or unhelpful. Satisfaction surveys that estimate only current satisfaction, and that define the areas of satisfaction broadly rather than narrowly and in terms of specific experiences, do not produce information that utility managers can directly act upon.