How to Measure Customer Satisfaction

Business & Finance, Marketing & Sales, Customer Service
Cover of the book How to Measure Customer Satisfaction by Nigel Hill, John Brierley, Taylor and Francis
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Author: Nigel Hill, John Brierley ISBN: 9781351930048
Publisher: Taylor and Francis Publication: July 5, 2017
Imprint: Routledge Language: English
Author: Nigel Hill, John Brierley
ISBN: 9781351930048
Publisher: Taylor and Francis
Publication: July 5, 2017
Imprint: Routledge
Language: English

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!

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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!

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