Description

Book Synopsis
In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers.

Table of Contents
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

Improving Customer Satisfaction Loyalty and

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    A Hardback by Matthew D. Johnson, Anders Gustafsson

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      Publisher: John Wiley & Sons Inc
      Publication Date: Publication Date: 17/10/2000
      ISBN13: 9780787953102, 978-0787953102
      ISBN10: 0787953105

      Description

      Book Synopsis
      In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers.

      Table of Contents
      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

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