Articles liés à Handbook of Customer Satisfaction And Loyalty Measurement

Handbook of Customer Satisfaction And Loyalty Measurement - Couverture rigide

Hill, Nigel; Alexander, Jim

 
9780566087448: Handbook of Customer Satisfaction And Loyalty Measurement
Couverture rigide
ISBN 10 : 0566087448 ISBN 13 : 9780566087448
Editeur : Gower Publishing Ltd, 2006

Synopsis

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.

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

À propos de l'auteur

Nigel Hill has been involved in measuring customer satisfaction for 20 years, forming the Leadership Factor to specialize in the discipline in 1996. He has written extensively and spoken at conferences around the world on the subject and manages customer satisfaction projects for many leading companies. Jim Alexander has over 30 years' experience in using management information and market research for decision making. This includes commissioning market research and customer satisfaction studies for HP Bulmer, Volvo and Mercedes Benz and Rolls Royce. Jim now manages customer and employee satisfaction surveys for many of The Leadership Factor's major clients.

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

Éditeur
Gower Publishing Ltd
Date d'édition
2006
Langue
anglais
ISBN 10 
0566087448
ISBN 13 
9780566087448
Reliure
Relié
Numéro d'édition
3
Nombre de pages
288
Coordonnées du fabricant
non disponible
Personne responsable
non disponible