This book is about building successful businesses through doing best what matters most to customers. We explain why this is so important, how it is achieved and how to measure and monitor the organisation's success in doing so. Our ambition is to inspire you to take action, make your customers more satisfied and loyal and your company more successful.
Chapter 1 - Dispelling the mythsChapter 2 - The benefits of customer satisfactionChapter 3 - Methodology essentialsChapter 4 - Asking the right questionsChapter 5 - Exploratory researchChapter 6 - SamplingChapter 7 - Collecting the dataChapter 8 - Keeping the scoreChapter 9 - The questionnaireChapter 10 - Basic analysisChapter 11 - Monitoring performance over timeChapter 12 - Actionable outcomesChapter 13 - Comparisons with competitorsChapter 14 - Advanced analysis - understanding the causes and consequences of customer satisfactionChapter 15 - Using surveys to drive improvementChapter 16 - Involving employeesChapter 17 - Involving customersChapter 18 - Conclusions
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