The Little Book of Big Customer Satisfaction Measurement

The Little Book of Big Customer Satisfaction Measurement

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Paperback, Sage Pubns, 2012, ISBN13 9788132109785, ISBN10 8132109783
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Paperback, Sage Pubns, 2012, ISBN13 9788132109785, ISBN10 8132109783

About this item

Important Made in USA Origin Disclaimer: For certain items sold by Walmart on Walmart.com, the displayed country of origin information may not be accurate or consistent with manufacturer information. For updated, accurate country of origin data, it is recommended that you rely on product packaging or manufacturer information.

Paperback, Sage Pubns, 2012, ISBN13 9788132109785, ISBN10 8132109783

The financial benefits accruing from improvements in customer satisfaction are so significant that customer satisfaction measurement has become an important business need. The results of customer satisfaction measurement often form a key basis for improving service quality and are often linked to pay and bonuses. It is therefore imperative for CEOs and senior managers to understand the principles behind customer satisfaction measurement.

This book works in that direction by explaining the principles of customer satisfaction in a brief yet powerful manner. It will help the readers build relevant and actionable customer satisfaction programs for their organization.

The book begins by going over the concepts of customer satisfaction measurement. It then dwells on the various kinds of tools available to organizations to capture customer satisfaction. Further, the book also deals with two major aspects with which many organizations are trying to come to grips: (a) How do we align/link brand research with customer satisfaction research? (b) How do we connect survey research with internal databases to generate great insights for organizations? The book also discusses how the entire data from such programs can be made very actionable using simple techniques.

The principles and ideas mentioned in this book come from the authors' combined experience of nearly 40 years of working with clients in a variety of sectors and industries.

Specifications

Number of Pages: 164
Original Languages: English
Author: Rao, Ajit ,  Chandra, Subhash
Series Title: Response Books
Publisher: Sage Pubns
Publication Date: January, 2013
ISBN-13: 9788132109785
Assembled Product Dimensions (L x W x H): 5.00 x 7.75 x 0.75 Inches
ISBN-10: 8132109783
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