Customer Satisfaction Book

Customer Satisfaction Book

£20.00
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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.

CONTENTS

Chapter 1 - Dispelling the myths
Chapter 2 - The benefits of customer satisfaction
Chapter 3 - Methodology essentials
Chapter 4 - Asking the right questions
Chapter 5 - Exploratory research
Chapter 6 - Sampling
Chapter 7 - Collecting the data
Chapter 8 - Keeping the score
Chapter 9 - The questionnaire
Chapter 10 - Basic analysis
Chapter 11 - Monitoring performance over time
Chapter 12 - Actionable outcomes
Chapter 13 - Comparisons with competitors
Chapter 14 - Advanced analysis - understanding the causes and consequences of customer satisfaction
Chapter 15 - Using surveys to drive improvement
Chapter 16 - Involving employees
Chapter 17 - Involving customers
Chapter 18 - Conclusions

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