Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System / Edition 1

Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System / Edition 1

3.0 1
by Michael D. Johnson, Anders Gustafsson, Rex Johnson
     
 

ISBN-10: 0787953105

ISBN-13: 9780787953102

Pub. Date: 08/01/2000

Publisher: Wiley

A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer

Overview

A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Product Details

ISBN-13:
9780787953102
Publisher:
Wiley
Publication date:
08/01/2000
Series:
J-B-UMBS Series, #10
Pages:
240
Product dimensions:
6.16(w) x 9.35(h) x 0.91(d)

Table of Contents

1. Creating a Customer Measurement and Management System

2. Strategy and Planning

3. Building the Lens of the Customer

4. Building the Quality-Satisfaction-Loyalty Survey

5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data

6. From Information to Decisions: Priority Setting and Implementation

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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System 3 out of 5 based on 0 ratings. 1 reviews.
Guest More than 1 year ago
I found this book to be of little help. It was not easily readable and further complicated the process I felt. However, if you are already well researched in the knowledge of customer satisfaction, then this book can act as a supplement.