Handbook Of Customer Satisfaction And Loyalty Measurement
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Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2000
Handbook Of Customer Satisfaction And Loyalty Measurement written by Nigel Hill and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement.
The Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2017-03-02
The Handbook Of Customer Satisfaction And Loyalty Measurement 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 2017-03-02 with Business & Economics categories.
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2017-12-15
Handbook Of Customer Satisfaction And Loyalty Measurement 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 2017-12-15 with categories.
This title was first published in 2000: An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.
Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher:
Release Date : 2017
Handbook Of Customer Satisfaction And Loyalty Measurement written by Nigel Hill and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Electronic books categories.
"This title was first published in 2000: An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained."--Provided by publisher.
The Handbook Of Customer Satisfaction Loyalty Measurement
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Author : Nigel Hill & Jim Alexander
language : en
Publisher:
Release Date : 2000
The Handbook Of Customer Satisfaction Loyalty Measurement written by Nigel Hill & Jim Alexander and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Consumer satisfaction categories.
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!
Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: The Leadership Factor
Release Date : 2007
Customer Satisfaction written by Nigel Hill and has been published by The Leadership Factor this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Business & Economics categories.
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
The Organizational Measurement Manual
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Author : David Wealleans
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2001
The Organizational Measurement Manual written by David Wealleans and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Annotation Wealleans, a chartered engineer and practicing business leader, details steps for creating performance measurements at the working level. He addresses procedures for identifying, designing, monitoring, and using measurements and how these might relate to other objectives within an organization, and explores the use of general performance measurement as a management tool for the areas of control, customer satisfaction, and business improvement. Unlike many other guides, a distinction is made between general strategic measurement, and monitoring of process-level measurements that directly relate to the performance of an individual work team. The author is head of international operations for a maritime technology company. Annotation c. Book News, Inc., Portland, OR (booknews.com).
How To Measure Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2003
How To Measure Customer Satisfaction written by Nigel Hill and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. 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!
Handbook For Measuring Customer Satisfaction And Loyalty
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Author : Nigel Hill
language : en
Publisher:
Release Date :
Handbook For Measuring Customer Satisfaction And Loyalty written by Nigel Hill and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.