Listening To The Voice Of The Customer

Author : Jon Anton,Debra Sue Perkins
Publisher : Purdue University Press
Page : 170 pages
File Size : 43,6 Mb
Release : 1997
Category : Business & Economics
ISBN : 0915910438

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Listening to the Voice of the Customer by Jon Anton,Debra Sue Perkins Pdf

Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you will learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits. How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys. How to select the right sample size for your survey, and avoid biases for truly significant results. How to increase your survey response rates: survey methods, timing, incentives and more. How to survey large and small customer bases for accurate results. How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work. How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script. How to implement your survey. Including data gathering, coding and data entry techniques. How to analyze your survey results and accurately compare data gathered over time. How to produce actionable reports based on your findings. Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the authors work developing and implementing customer satisfaction measurement programs. So whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.

Author : R. Eric Reidenbach
Publisher : CRC Press
Page : 210 pages
File Size : 52,6 Mb
Release : 2009-12-16
Category : Business & Economics
ISBN : 9781420093315

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Listening to the Voice of the Market by R. Eric Reidenbach Pdf

Typically, when companies want to improve their products, they go to their customers. But why not reach further and explore the entire market? In this eye-opening book, Eric Reidenbach goes beyond the "voice of the customer" that so many consultants talk about to introduce you to a groundbreaking concept: the Voice of the Market. Like most business

Author : Karen Mangia
Publisher : John Wiley & Sons
Page : 192 pages
File Size : 55,7 Mb
Release : 2020-10-20
Category : Business & Economics
ISBN : 9781119723851

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Listen Up! by Karen Mangia Pdf

There’s one voice that matters more than any other: the voice of the customer. Learn how to fully understand the number one source of your organization’s prosperity, profits, and productivity. These actionable insights will help you to better connect with your customers and gain an undeniable lead over your competition. Listen Up!: How to Tune In to Customers and Turn Down the Noise teaches readers how to create a customer experience that’s built on listening and designed for engagement. Author and Salesforce executive Karen Mangia has created a practical and comprehensive examination of how best-of-breed companies listen and respond to customer demands—creating a foundation of customer success, loyalty, and brand evolution. Listen Up! features discussions about: How to go beyond the survey: best practices associated with customer understanding, customer experience, and customer service How to move from deep listening to data-based insights into customer behavior The statistics and stories behind companies, organizations, and even city governments that have created a customer-centric culture How powerful new questions can offer a fresh perspective into any customer, anywhere: empowering your customer-facing teams, including sales teams, in the current market Winning greater mindshare, and market share, with a fresh look at the future of customer service, customer success, and customer satisfaction Perfect for anyone in a leadership or management role in a customer-facing organization, including sales teams, business development leaders and marketing professionals, Listen Up! belongs on the bookshelves of executives, customer service and success employees, and leaders who want to better engage with the one voice that matters most: the voice of the customer.

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 1806 pages
File Size : 41,5 Mb
Release : 2017-01-06
Category : Business & Economics
ISBN : 9781522517948

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Advertising and Branding: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

Effective marketing techniques are a driving force behind the success or failure of a particular product or service. When utilized correctly, such methods increase competitive advantage and customer engagement. Advertising and Branding: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest scholarly material on emerging technologies, techniques, strategies, and theories for the development of advertising and branding campaigns in the modern marketplace. Featuring extensive coverage across a range of topics, such as customer retention, brand identity, and global advertising, this innovative publication is ideally designed for professionals, researchers, academics, students, managers, and practitioners actively involved in the marketing industry.

Author : F. Ray Miller
Publisher : That's Customer Focus!
Page : 201 pages
File Size : 44,6 Mb
Release : 2008
Category : Business & Economics
ISBN : 9781419686030

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That's Customer Focus! by F. Ray Miller Pdf

Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy.This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.

Author : Karen Mangia
Publisher : John Wiley & Sons
Page : 192 pages
File Size : 46,9 Mb
Release : 2020-10-20
Category : Business & Economics
ISBN : 9781119723875

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Listen Up! by Karen Mangia Pdf

There’s one voice that matters more than any other: the voice of the customer. Learn how to fully understand the number one source of your organization’s prosperity, profits, and productivity. These actionable insights will help you to better connect with your customers and gain an undeniable lead over your competition. Listen Up!: How to Tune In to Customers and Turn Down the Noise teaches readers how to create a customer experience that’s built on listening and designed for engagement. Author and Salesforce executive Karen Mangia has created a practical and comprehensive examination of how best-of-breed companies listen and respond to customer demands—creating a foundation of customer success, loyalty, and brand evolution. Listen Up! features discussions about: How to go beyond the survey: best practices associated with customer understanding, customer experience, and customer service How to move from deep listening to data-based insights into customer behavior The statistics and stories behind companies, organizations, and even city governments that have created a customer-centric culture How powerful new questions can offer a fresh perspective into any customer, anywhere: empowering your customer-facing teams, including sales teams, in the current market Winning greater mindshare, and market share, with a fresh look at the future of customer service, customer success, and customer satisfaction Perfect for anyone in a leadership or management role in a customer-facing organization, including sales teams, business development leaders and marketing professionals, Listen Up! belongs on the bookshelves of executives, customer service and success employees, and leaders who want to better engage with the one voice that matters most: the voice of the customer.

Author : Charles T. Carroll
Publisher : CRC Press
Page : 526 pages
File Size : 43,7 Mb
Release : 2013-05-09
Category : Business & Economics
ISBN : 9781466564695

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Six Sigma for Powerful Improvement by Charles T. Carroll Pdf

Although the Six Sigma Define-Measure-Analyze-Improve-Control (DMAIC) methodology is a widely accepted tool for achieving efficient management of all aspects of operations, there are still many unwarranted concerns about its perceived complexity and implementation costs. Dispelling these myths, Six Sigma for Powerful Improvement: A Green Belt DMAIC Training System with Software Tools and a 25-Lesson Course clarifies the long-accepted statistical and logical processes of Six Sigma and provides you with tools you can use again and again in your own "real world" projects—removing any doubts regarding their simplicity and "doability.". Not only does the book provide you with reasons for using the tools, it reveals the underlying doctrines, formulas, and steps required. Although the tools and techniques presented are specifically associated with the DMAIC philosophy, they are applicable across a wide range of management and improvement scenarios. Explaining Six Sigma processes in language that's easy to understand, the book starts with an overview, followed by specific techniques and procedures. It presents detailed, illustrated lesson segments that include an agenda, roadmap, objectives, and a list of takeaway concepts. It also: Provides seven separate Excel tool templates—each with its own user guide and additional smaller tools Presents completed Excel sample workbooks for each tool to facilitate your comprehension and utilization confidence Includes a CD with a PowerPoint-based DMAIC training course, the aforementioned Excel-based Six Sigma tools and workbooks, and extensive instructor’s notes embedded in each lesson Trained as and employed as a Black Belt and later as a Master Black Belt, the author presents doctrines and procedures with a strong pedigree and history of success. The book uses hundreds of figures and tables to illustrate key concepts and also makes them available in full-color on the accompanying CD. This is also true of the figures in the user guides that document the accompanying tools. For each of the tools, the book includes a completed sample workbook. The PowerPoint and Excel lessons and tools are provided in both 2007 and 97-2003 versions.

Author : Gary Burchill,Christina Hepner Brodie
Publisher : Oriel Incorporated
Page : 452 pages
File Size : 52,7 Mb
Release : 1997
Category : Business & Economics
ISBN : 1884731139

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Voices Into Choices by Gary Burchill,Christina Hepner Brodie Pdf

Author : Chris Denove,James Power
Publisher : Penguin
Page : 292 pages
File Size : 50,7 Mb
Release : 2007-06-26
Category : Business & Economics
ISBN : 159184164X

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Satisfaction by Chris Denove,James Power Pdf

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.

Author : William Perry
Publisher : Addison-Wesley
Page : 198 pages
File Size : 44,6 Mb
Release : 2013-07-15
Category : Computers
ISBN : 9780133489125

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iTeam by William Perry Pdf

This is the digital version of the printed book (Copyright © 2009). It will surprise few professionals working in software development today to read that teams and teamwork are critical ingredients of a global economy. Productivity, product development and release, and even a company's survival increasingly will depend on teams to solve business problems. What may come as a surprise -- and a wake-up call -- is that, in many businesses, teams are completely ineffective. One reason, posits William E. Perry in iTeam: Putting the "I" Back into Team, is that most organizations put too much emphasis on joint effort, removing responsibility, ownership, and reward from individuals appointed to teams. What typically results is dysfunctional, essentially leaderless, and lacking in motivation. Perry's call to put the emphasis back on individual responsibility among collaborating teammates is an urgent one. Decisions now made by management will more and more frequently be made and implemented by teams, making it necessary for organizations to ensure that the creativity and innovative methods of individuals be retained on teams. Through extensive team experience and interviews with hundreds of individuals who have spent thousands of hours in team meetings, Perry has identified the attributes of great teams and great teamwork. iTeam examines the ten biggest challenges standing between most teams and excellence and explores in depth the fifty best practices teams can employ to improve performance. Concluding that world-class teams comprise individuals who do what is right for their organization, and do what is right the right way, iTeam presents a clear, practical argument for building teams that have at their core a strong, proven leader who encourages and motivates team members to fulfill their team responsibilities. Topics include: Reengineering the Team Approach to Problem Solving The Top-Ten Challenges to Effective Teamwork Selecting a Team Leader Who Will Lead Defining Team Entrance and Exit Criteria Selecting Team Members for Specific Roles Building Trust Among Team Members Training Team Members to Accomplish Their Assignments Listening to the Voice of the Customer Breaking Down Silos Avoiding Groupthink Assuring That Team Efforts Are Successful Rewarding Individual Team Members Keeping Teamwork Competitive Emerging Team Practices and much more

Author : Phyllis Ann Solari-Twadell,Mary Ann McDermott
Publisher : SAGE
Page : 348 pages
File Size : 42,7 Mb
Release : 1999-01-11
Category : Medical
ISBN : 0761911839

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Parish Nursing by Phyllis Ann Solari-Twadell,Mary Ann McDermott Pdf

Provides a variety of perspectives on faith community nursing roles and practice.

Author : Alf Chattell
Publisher : Springer
Page : 253 pages
File Size : 40,6 Mb
Release : 2016-07-27
Category : Business & Economics
ISBN : 9781349240227

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Managing for the Future by Alf Chattell Pdf

The business world is in the midst of a radical transformation. The turbulent 90s have made fast responses, innovation, adaptability and customer orientation key behaviours of tomorrow's successful organization. These capabilities depend on a radical change in the form and character of all aspects of business organization and management. In Managing for the Future the author details the essential organizing concepts and patterns that will characterise tomorrow's successful organization. The book examines the emerging and alternative approaches to: the business process, the customer, the management of people, organizational design, the uses of information technologies, organizational culture, the management of the business, and life in the Tomorrow's Organization. This book is essential reading for those executives and managers who are passionately concerned with what has to be done today to re-shape their businesses to succeed in the turbulent 90s. It is an important guide to the characteristics of the successful organizations of the 1990s and beyond, and on the transformations that are required to bring it about. It is perhaps above all a participants guide to the future that is rushing towards us all.

Author : Shannon Belew,Joel Elad
Publisher : John Wiley & Sons
Page : 903 pages
File Size : 42,9 Mb
Release : 2020-03-31
Category : Business & Economics
ISBN : 9781119648468

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Starting an Online Business All-in-One For Dummies by Shannon Belew,Joel Elad Pdf

The tools you need to follow your dream of starting and running an online business! With the right knowledge and resources, you can take action to start the online business you’ve been dreaming of. This comprehensive guide provides tips and tricks for turning your dream into a reality. The sixth edition of Starting an Online Business: All-in-One For Dummieswill teach you the basics and beyond. It will prepare you to set up your business website, offer your products in an online store, and keep accurate books. The authors help you navigate the primary legal, accounting, and security challenges related to running an online business. Fund your business for success and future growth Use SEO strategically to drive traffic to a well-designed site Market your business effectively as an entrepreneur Stand out, build customer relationships, and sell on social media Keep up with ecommerce trends to stay a step ahead With some guidance, you can find your market niche, create a business plan, and decide on a revenue model. Then, it’s time to set up shop! Starting an Online Business can help bring your dream of an online business to life and guide you on the road to success.

Author : Christian N. Madu
Publisher : Chi Publishers Inc
Page : 140 pages
File Size : 41,7 Mb
Release : 2006-05
Category : Business & Economics
ISBN : 096760236X

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House of Quality in a Minute by Christian N. Madu Pdf

Quality function deployment (QFD) is an effective tool to help organizations become more competitive by designing their products and services to satisfy cutomers' requirements. The manager is guided on a step-by-step process to attaining this goal. This book is precise and direct and focuses on key issues in building the House of Quality otherwise known as QFD. By reading this book, the manager understands how to solicit customer requirement information, how design requirements are matched to customer requirements, how weights are assigned, how priorities are developed, and how activities can be benchmarked. The manager also understands how to solve the critical problems that help achieve customer satisfaction. This book also guides the reader to understand how companywide quality activities are related to QFD. This link is often lacking in other presentations of QFD that often fail to show the linkage between QFD and other quality initiatives and management programs.

Author : Mark Graham Brown
Publisher : CRC Press
Page : 404 pages
File Size : 47,7 Mb
Release : 2017-07-27
Category : Business & Economics
ISBN : 9781439893838

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Baldrige Award Winning Quality by Mark Graham Brown Pdf

The Malcolm Baldrige National Quality Award is the highest level of national recognition for performance excellence that a U.S. organization can receive. Now in its 18th edition, Baldrige Award Winning Quality is still the most widely used and recognized book on the Malcolm Baldrige National Quality Award. It provides readers with a simple, yet com