ISBN-10:
1420093304
ISBN-13:
9781420093308
Pub. Date:
12/14/2009
Publisher:
Taylor & Francis
Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers / Edition 1

Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers / Edition 1

by R. Eric Reidenbach

Hardcover

Current price is , Original price is $71.95. You
Select a Purchase Option
  • purchase options
    $62.95 $71.95 Save 13% Current price is $62.95, Original price is $71.95. You Save 13%.
  • purchase options

Product Details

ISBN-13: 9781420093308
Publisher: Taylor & Francis
Publication date: 12/14/2009
Pages: 205
Product dimensions: 6.30(w) x 9.30(h) x 0.70(d)

Table of Contents

Defining the VOM
Customers or Markets?
The Product/Market MatrixIdentifying Which Voice to Listen to
Customer Value versus Customer Satisfaction
How To Listen
Collecting the VOM
Questionnaire Basics
Building the VOM Architecture
Modeling Market Value
Understanding Your Competitive Value Proposition
Loyalty and Vulnerability Analyses
How to Use the VOM
Driving Competitive Planning with the VOM
Identifying SS Projects with the VOM
Monitoring Change Effectiveness with the VOM
Managing Your Net Promoter Score with the VOM

What People are Saying About This

From the Publisher

In today’s competitive global economy, it’s no longer sufficient to satisfy your customers: you have to delight them. Even then, to grow your company, you cannot delight only your customers. Imagine delighting your competitor’s customers … you just might gain market share …. You cannot afford to ignore the customers outside your circle. Reidenbach’s thought process tells us that if you want to know what the people want, then go to them.
—Michael Marx, Six Sigma Black Belt, Research Manager at iSixSigma, & Founder of SixSigmaCompanies.com

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews