The Little Book of Big Customer Satisfaction Measurement.

This book explains the principles of customer satisfaction in a brief yet powerful manner. It will help readers build relevant and actionable customer satisfaction programmes for their organization.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Rao, Ajit
Otros Autores: Chandra, Subhash
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New Delhi : SAGE Publications, 2013.
Temas:
Consumer satisfaction.
Consumer Behavior
Consommateurs > Satisfaction.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Consumer satisfaction
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover ; Contents; List of Illustrations ; Preface ; Acknowledgments ; 1
  • Introduction ; 2
  • The Basic Truths of Customer Satisfaction ; 3
  • The Measurement Tools ; 4
  • Converging Brand and the Customer ; 5
  • The Loyalty Convergence ; 6
  • NPS: Is It the Ultimate Question? ; 7
  • Benchmarking and Normative Databases ; 8
  • Implementing the Survey Findings ; Appendices ; Bibliography ; About the Authors.

Ejemplares similares