How to Measure Customer Satisfaction
John Brierley author Nigel Hill author
Format:Hardback
Publisher:Taylor & Francis Ltd
Published:11th Aug '17
Currently unavailable, and unfortunately no date known when it will be back
This hardback is available in another edition too:
- Paperback£39.99(9780566085956)
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!
'9/10 Excellent! ... an extremely well written and practical guide to the art (and science) of measuring satisfaction, being well laid out, easy to read and assimilate...Conclusion: an excellent book.' Professional Marketing '...a highly practical guide...If you're committed to your firm's future, the ability to measure what your customers think is essential - and so is this book.' IT Training 'The book is well-constructed and easy to read, acting as a comprehensive knowledge source for anyone involved in customer service. But it also provides a business case for the importance of CSM that will be illuminating for any company as a whole. The academic prowess of the authors is clearly enhanced by direct industry experience that is evident throughout, providing a book that is as relevant as it is detailed.' ccf (Call Centre Focus)
ISBN: 9781138407855
Dimensions: unknown
Weight: 453g
160 pages
2nd edition