Shows how to measure and monitor customer satisfaction. This book explores the differences between customer satisfaction and loyalty as well as the relationship between the two. It focuses on how to produce actionable outcomes from surveys that will help organizations to improve customer satisfaction.
Language:Chinese.Paperback. Pub Date: 2007-6-1 Pages: 266 Publisher: Penguin For nearly forty years. JD Power and Associates has beensynonymous with measuring customer satisfaction and helpingbusinesses understand what customers really want Now two of thecompany's senior executives. Chris Denove and James. D. Power IV. unlock the vault on decades of closely guarded research data-andinsights previously available only to the firm's clients.
To meet increasing competition and the increasing demands of customers, Woodruff and Gardial argue that businesses must redesign and improve information processes to help managers learn about customers and markets, and these processes must be linked to key customer value dimensions. Know Your Customer incorporates newer approaches to customer value measurement into an new, integrated information process called customer value determination, basing satisfaction measurement on the concept of value.
Title: Customer Satisfaction Is Worthless Customer Loyalty Is Priceless Binding: Hardcover Author: JeffreyH.Gitomer Publisher: BardProductions
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
Now fully revised and updated--a powerful, customer-focused tool for business improvement Now in a Second Edition, Business Process Mapping is a powerful tool that offers a solid understanding of any given process, as well as the methods for that process to be more effective, and ensures that true value is being provided to customers. From management to internal auditor to external consultant, the new edition includes more detailed work and examples related to ERM practices, particularly focusing on how objectives, risks, and key performance indicators are fundamental to understanding and analyzing processes.