Customer Satisfaction Research Management: A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations

A Book in the University of Michigan Business School Series It’s a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson s (more…)

Product Description
Harvard Business Review on Audio series:
Building Customer Loyalty, one cassette tape, Product #106AU

Articles:
1. Loyalty-Based Management, by Frederick F. Reichheld
2. Putting the Service-Profit Chain to Work, by James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger… More >>

Building Customer Loyalty – Articles: Loyalty-Based Management; Putting the Service-Profit Chain to Work

It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company’s evolution toward building lasting customer loyalty, and it summarizes the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers: ** increase customer retention rates and convert one-time buyers into lifelong customers ** achieve a (more…)