Customer Satisfaction Book

£18.00
  • Product Image of Customer Satisfaction Book #1
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. For international orders please contact us.

CHAPTERS
  • 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

Continued...
  • 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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Get in touch to find out more about our training courses and how we can help you gain an in-depth understanding of your customers today.