How to Measure Customer Satisfaction
by
Nigel Hill
Book Details
Format
Paperback / Softback
ISBN-10
056608595X
ISBN-13
9780566085956
Publisher
Taylor & Francis Ltd
Imprint
Gower Publishing Ltd
Country of Manufacture
GB
Country of Publication
GB
Publication Date
Dec 29th, 2003
Print length
160 Pages
Weight
294 grams
Dimensions
24.30 x 17.10 x 1.20 cms
Product Classification:
Business mathematics & systemsCustomer services
Ksh 8,100.00
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Written by three leading practitioners, this is a practical guide to running an effective customer satisfaction measurement programme. The book also covers ways of gaining understanding and ownership of the CSM programme throughout the organisation.
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!
Get How to Measure Customer Satisfaction by at the best price and quality guaranteed only at Werezi Africa's largest book ecommerce store. The book was published by Taylor & Francis Ltd and it has pages.
