Customer satisfaction and loyalty are becoming increasingly important to most organisations 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.
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Descrizione libro Gower Pub Co, 2006. Hardcover. Condizione libro: New. Codice libro della libreria SONG0566087448
Descrizione libro Gower, 2006. Hardback. Condizione libro: NEW. 9780566087448 This listing is a new book, a title currently in-print which we order directly and immediately from the publisher. Codice libro della libreria HTANDREE01017884
Descrizione libro Gower Pub Co, 2006. Hardcover. Condizione libro: Brand New. 3rd edition. 273 pages. 9.75x7.25x1.00 inches. In Stock. Codice libro della libreria __0566087448