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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…)

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept (more…)

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…)

Amazon.com Review

To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. “That means 2.5 percent of your customers are mad and they’re telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service.” Based on a philosophy that’s been developed through his syndicated business columns and the more than 150 sem (more…)

Product Description
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<... More >>

Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability

• ISBN13: 9781885167309
• Condition: NEW
• Notes: Brand New from Publisher. No Remainder Mark.
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Product Description
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert “satisfied” customers into “loyal” customers.Amazon.com Review
To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. “That means 2.5 percent of your customers are mad and they’re telling everyone. And 97.5 percent of your customers will shop anyplace the next tim… More >>

Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know