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How to measure customer satisfaction /
"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 design...
| Clasificación: | Libro Electrónico |
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| Autores principales: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
[Oxon, England] :
Routledge,
2017.
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| Edición: | 2nd edition. |
| Temas: | |
| Acceso en línea: | Texto completo |
| Sumario: | "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. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!"--Provided by publisher. |
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| Notas: | Originally published 1999 by Gower Publishing. Includes index. |
| Descripción Física: | 1 online resource (viii, 151 pages) : illustrations |
| ISBN: | 9781315253107 1315253100 1351930052 9781351930055 9781351930048 1351930044 |