Download or read book Improving Customer Satisfaction Loyalty And Profit An Integrated Measurement And Management System written by Michael Johnson & Andres Gustafsson and published by John Wiley & Sons. This book was released on 2006-09 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Satisfaction is Worthless Customer Loyalty is Priceless written by Jeffrey H. Gitomer and published by Bard Press (TX). This book was released on 1998 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Download or read book Satisfaction written by Chris Denove and published by Penguin. This book was released on 2007-06-26 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.

Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Routledge. This book was released on 2017-07-05 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Download or read book Delivering Fantastic Customer Experience written by Daniel Lafrenière and published by . This book was released on 2019-11 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you don't offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today's hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me - more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: - What customer experience truly is. - How emotions can increase customer loyalty...or make customers ditch a brand. - Which behaviors and attitudes lose customers. - Ten easy, practical, and proven ways to immediately improve your customer experience. - What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.

Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.

Download or read book How to Say it Creating Complete Customer Satisfaction written by Jack Griffin and published by Penguin Group. This book was released on 2013-03-05 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution

Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by . This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. it also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization. Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection *Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).

Download or read book The Satisfied Customer written by Claes Fornell and published by Palgrave MacMillan. This book was released on 2007-11-27 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leading expert redefines customer service for the twenty-first century

Download or read book Retailing Management written by Michael Levy and published by . This book was released on 2014-03 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution written by Silvestri, Cecilia and published by IGI Global. This book was released on 2019-11-15 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: A well-planned marketing orientation strategy that keeps customers informed is the first step to building a long-term relationship with customers and providing them with appropriate incentives. The difficulty with providing a winning strategy in a highly competitive market, however, stems from responding to the specific needs of the customers. Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution is an essential reference source that links together three highly relevant topics in the business of modern economy—innovation, customer satisfaction, and sustainability—and analyzes their synergies. Featuring research on topics such as e-business, global business, and sustainable innovation, this book is ideally designed for business consultants, managers, customer service representatives, entrepreneurs, academicians, researchers, and students seeking coverage on directing sustainable companies.

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Download or read book World Class Customer Satisfaction written by Jonathan D. Barsky and published by McGraw-Hill. This book was released on 1995 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.

Download or read book Customer Experience 3 0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Download or read book The Ultimate Question written by Fred Reichheld and published by . This book was released on 2007-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.

Download or read book How to Say it Creating Complete Customer Satisfaction written by Jack Griffin and published by Penguin. This book was released on 2013-03-05 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution