Customer Satisfaction Audit - Couverture souple

Bluestein, Abram; Moriarty, Michael; Sanderson, Ronald

 
9780273647072: Customer Satisfaction Audit
Couverture souple
ISBN 10 : 0273647075 ISBN 13 : 9780273647072
Editeur : Financial Times Prentice Hall, 1999

Synopsis

ASSESS YOUR CUSTOMER CONTACT STRATEGY

Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Yet a totally satisfied customer is less likely to be attracted by price reductions offered by your competitors and hence will remain loyal to a company.

This audit shows you how to achieve competitive advantage by achieving total customer satisfaction. It provides you with a mechanism for auditing your existing customer satisfaction process and describes:

  • Why companies fail to satisfy their customers
  • The requirements of an effective customer service programme
  • How to plan your audit in a straightforward and practical manner
  • The steps needed to conduct a comprehensive customer satisfaction audit
  • How to implement a customer satisfaction audit

      • Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

      À propos de l'auteur

      Michael Moriarty

      is principal of A.T Kearney, Inc., a global management consulting firm based in Chicago. His consulting specialties include customer-focused logistics strategy, integrated operations management, competitive strategy and decision-making systems. Prior to joining Kearney in 1997, he was director of marketing in the International group of Bell and Howell.co, Chicago. In addition to management positions in operations, logistics and new product development with Bell and Howell, he was quite specialist for Book Inventory Systems, Ann Arbor, Michigan.

      Abraham I. Bluestein is a vice-president of A.T Kearney, Inc. He assists clients in improving their competitiveness through strategic and operational improvements. He has been head of the company’s Global Benchmarking Center of excellence and the Business Marketing Strategy Group.

      Ronald J.Sanderson is a manager of A.T Kearney, Inc. He is experienced in projects involving logistics strategy, business strategy, customer service, and marketing and sales. He has worked with the food and beverage, pharmaceutical, medical products and chemical industries.

      Part 2 has been adapted from The Company AuditGuide published by Cambridge Strategy Publications Ltd.

      Part 3 has been developed by Cambridge Strategy Publications Ltd.

      Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

      Éditeur
      Financial Times Prentice Hall
      Date d'édition
      1999
      Langue
      anglais
      ISBN 10 
      0273647075
      ISBN 13 
      9780273647072
      Reliure
      Broché
      Nombre de pages
      124
      Coordonnées du fabricant
      non disponible
      Personne responsable
      non disponible

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      ISBN 10 :  190243398X ISBN 13 :  9781902433981
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      Couverture souple