THE HANDBOOK OF CUSTOMER SATISFACTION AND LOYALTY MEASUREMENT by Nigel Hill, Jim Alexander ( 9780566087448 )

Item Details

Title:

THE HANDBOOK OF CUSTOMER SATISFACTION AND LOYALTY MEASUREMENT

By:

Nigel Hill, Jim Alexander

Format:

Hardback

List price:

£125.00

Our price:

£112.50

Discount:

10% off

You save:

£12.50

ISBN 10:

0566087448

ISBN 13:

9780566087448

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Stock:

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Publisher:

TAYLOR & FRANCIS LTD

Pub. date:

28 September, 2006

Edition:

3rd Revised edition

Pages:

288

Description:

Customer satisfaction and loyalty are important to most organisations since the financial benefits from improving them have been well documented. This book presents an examination of how to use research to understand customer satisfaction and loyalty, and talks about the process of designing and conducting a survey to generate accurate measures.

Synopsis:

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.

Illustrations:

Illustrations

Publication:

Imprint:

Gower Publishing Ltd

Returns:

Returnable

Some other items by this author:

CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000