Customer Satisfaction Evaluation
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Customer Satisfaction Evaluation
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Author : Evangelos Grigoroudis
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-11-07
Customer Satisfaction Evaluation written by Evangelos Grigoroudis and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-07 with Business & Economics categories.
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Digital Transformation And Innovative Services For Business And Learning
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Author : Sandhu, Kamaljeet
language : en
Publisher: IGI Global
Release Date : 2020-06-26
Digital Transformation And Innovative Services For Business And Learning written by Sandhu, Kamaljeet and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-06-26 with Business & Economics categories.
In a world dependent on digital technologies, business corporations continually try to stay ahead of their competitors by adopting the most updated technology into their business processes. Many companies are adopting digital transformation models, data analytics, big data, data empowerment, and data sharing as key strategies and as service disruptors for information delivery and record management. Higher education institutions have adopted digital service innovation as a core to driving their business processes. Such services are key to ensuring efficiency and improving organizational performance. Digital Transformation and Innovative Services for Business and Learning is a collection of innovative research on the latest digital services and their role in supporting the digital transformation of businesses and education. While highlighting topics including brand equality, digital banking, and generational workforce, this book is ideally designed for managers, executives, IT consultants, industry professionals, academicians, researchers, and students.
How To Measure Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2017-07-05
How To Measure Customer Satisfaction written by Nigel Hill and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-05 with Business & Economics categories.
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!
Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era
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Author : Dr Aloysius O.C
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era written by Dr Aloysius O.C and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Data Analysis And Applications 3
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Author : Andreas Makrides
language : en
Publisher: John Wiley & Sons
Release Date : 2020-03-31
Data Analysis And Applications 3 written by Andreas Makrides and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-31 with Business & Economics categories.
Data analysis as an area of importance has grown exponentially, especially during the past couple of decades. This can be attributed to a rapidly growing computer industry and the wide applicability of computational techniques, in conjunction with new advances of analytic tools. This being the case, the need for literature that addresses this is self-evident. New publications are appearing, covering the need for information from all fields of science and engineering, thanks to the universal relevance of data analysis and statistics packages. This book is a collective work by a number of leading scientists, analysts, engineers, mathematicians and statisticians who have been working at the forefront of data analysis. The chapters included in this volume represent a cross-section of current concerns and research interests in these scientific areas. The material is divided into two parts: Computational Data Analysis, and Classification Data Analysis, with methods for both - providing the reader with both theoretical and applied information on data analysis methods, models and techniques and appropriate applications.
Improving Your Measurement Of Customer Satisfaction
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Author : Terry G. Vavra
language : en
Publisher: Quality Press
Release Date : 2001-09-25
Improving Your Measurement Of Customer Satisfaction written by Terry G. Vavra and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-09-25 with Business & Economics categories.
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Customer Satisfaction
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Author : Vikas Mittal
language : en
Publisher:
Release Date : 2010
Customer Satisfaction written by Vikas Mittal and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Consumer satisfaction categories.
Customer Satisfaction And Sustainability Initiatives In The Fourth Industrial Revolution
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Author : Silvestri, Cecilia
language : en
Publisher: IGI Global
Release Date : 2019-11-15
Customer Satisfaction And Sustainability Initiatives In The Fourth Industrial Revolution written by Silvestri, Cecilia and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-11-15 with Business & Economics categories.
A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.
The Effortless Experience
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Author : Matthew Dixon
language : en
Publisher: Penguin
Release Date : 2013-09-12
The Effortless Experience written by Matthew Dixon and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-12 with Business & Economics categories.
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Supplier Evaluation And Performance Excellence
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Author : Sherry R. Gordon
language : en
Publisher: J. Ross Publishing
Release Date : 2008-04-15
Supplier Evaluation And Performance Excellence written by Sherry R. Gordon and has been published by J. Ross Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-15 with Business & Economics categories.
Understanding supplier performance is vital to ensuring a well-functioning supply network. This unique how-to book helps readers develop and implement a supplier evaluation process that can result in reduced costs, lower risk, and improved performance of both the user's company and its suppliers.