Improving Customer Satisfaction Loyalty And Profit

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Improving Customer Satisfaction Loyalty And Profit An Integrated Measurement And Management System

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Author : Michael Johnson & Andres Gustafsson
language : en
Publisher: John Wiley & Sons
Release Date : 2006-09

Improving Customer Satisfaction Loyalty And Profit An Integrated Measurement And Management System written by Michael Johnson & Andres Gustafsson 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 2006-09 with categories.

Beyond Customer Satisfaction To Customer Loyalty

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Author : Keki R. Bhote
language : en
Publisher: Amacom Books
Release Date : 1996

Beyond Customer Satisfaction To Customer Loyalty written by Keki R. Bhote and has been published by Amacom Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.

This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.

Improving Customer Satisfaction Loyalty And Profit

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Author : International Colleges Group (South Africa)
language : en
Publisher:
Release Date : 2005

Improving Customer Satisfaction Loyalty And Profit written by International Colleges Group (South Africa) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Consumer satisfaction categories.

The Service Profit Chain

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Author : W. Earl Sasser
language : en
Publisher: Free Press
Release Date : 1997

The Service Profit Chain written by W. Earl Sasser and has been published by Free Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

The Handbook Of Customer Satisfaction And Loyalty Measurement

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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2024-06-24

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 2024-06-24 with Business & Economics categories.

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

Loyalty Rules

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Author : Frederick F. Reichheld
language : en
Publisher: Harvard Business Press
Release Date : 2001

Loyalty Rules written by Frederick F. Reichheld and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.

Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.

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.

Loyalty Myths

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Author : Timothy L. Keiningham
language : en
Publisher: John Wiley & Sons
Release Date : 2005-10-10

Loyalty Myths written by Timothy L. Keiningham 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 2005-10-10 with Business & Economics categories.

In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.

Managing Customers For Profit Strategies To Increase Profits And Build Loyalty

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Author : Kumar
language : en
Publisher: Pearson Education India
Release Date : 2008-09

Managing Customers For Profit Strategies To Increase Profits And Build Loyalty written by Kumar and has been published by Pearson Education India this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-09 with Customer relations categories.

Harvard Business Review On Increasing Customer Loyalty

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Author : Harvard Business Review
language : en
Publisher: Harvard Business Press
Release Date : 2011-02-24

Harvard Business Review On Increasing Customer Loyalty written by Harvard Business Review and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-24 with Business & Economics categories.

How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get more people to recommend you - Boost customer satisfaction by satisfying your employees - Focus on profitable customers--whether they're loyal or not - Invest in the right CRM technology for your business - Mine customer data for more effective marketing - Increase your customers' lifetime value