Making Customer Satisfaction Happen

Author : Roderick M. McNealy
Publisher : Unknown
Page : 192 pages
File Size : 42,8 Mb
Release : 1994
Category : Consumer satisfaction
ISBN : OCLC:1036683916

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Making Customer Satisfaction Happen by Roderick M. McNealy Pdf

Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.

Author : R.M. McNealy
Publisher : Springer Science & Business Media
Page : 218 pages
File Size : 46,9 Mb
Release : 1994-09-30
Category : Technology & Engineering
ISBN : 0412589206

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Making Customer Satisfaction Happen by R.M. McNealy Pdf

This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.

Author : Neville Lake,Kristin Hickey
Publisher : Allen & Unwin
Page : 132 pages
File Size : 52,7 Mb
Release : 2001
Category : Business & Economics
ISBN : 1875889515

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Making Customer Service Happen by Neville Lake,Kristin Hickey Pdf

A simple and effective guide to achieving customer satisfaction while reducing your costs.

Author : Jeffrey H. Gitomer
Publisher : Bard Press (TX)
Page : 330 pages
File Size : 50,8 Mb
Release : 1998
Category : Business & Economics
ISBN : IND:30000061227116

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Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey H. Gitomer Pdf

A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Author : Robert Dransfield
Publisher : Heinemann
Page : 786 pages
File Size : 40,9 Mb
Release : 2004
Category : Business & Economics
ISBN : 0435285335

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Business for Foundation Degrees and Higher Awards by Robert Dransfield Pdf

Business for Foundation Degrees and Higher Awards gives students the underpinning knowledge they need to succeed in one volume. A core textbook covering the first two years of a degree programme written for the Foundation Degree and the Higher National Diploma.

Author : Keith Alexander
Publisher : Routledge
Page : 180 pages
File Size : 53,6 Mb
Release : 2013-04-15
Category : Architecture
ISBN : 9781135819088

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Facilities Management by Keith Alexander Pdf

This text provides an overview of the interdisciplinary nature of facilities management. It discusses the framework within which facilites managers should operate and the key requirements of their task.

Author : Jack Griffin
Publisher : Penguin Group
Page : 273 pages
File Size : 47,6 Mb
Release : 2013-03-05
Category : Business & Economics
ISBN : 9780735205253

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How to Say it: Creating Complete Customer Satisfaction by Jack Griffin Pdf

A guide to effectively communicating with customers to create lasting—and repeat—business relationships. This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to: Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution

Author : Janelle Barlow,Dianna Maul
Publisher : Berrett-Koehler Publishers
Page : 334 pages
File Size : 50,8 Mb
Release : 2000-04
Category : Business & Economics
ISBN : 9781605097244

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Emotional Value by Janelle Barlow,Dianna Maul Pdf

Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.

Author : Nigel Hill,Greg Roche,Rachel Allen
Publisher : The Leadership Factor
Page : 322 pages
File Size : 43,5 Mb
Release : 2007
Category : Consumer satisfaction
ISBN : 9780955416118

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Customer Satisfaction by Nigel Hill,Greg Roche,Rachel Allen Pdf

This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Author : Verma
Publisher : Pearson Education India
Page : 488 pages
File Size : 44,7 Mb
Release : 2007-09
Category : Service industries
ISBN : 8177586734

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Services Marketing: Text And Cases by Verma Pdf

Author : P. Donovan,T. Samler
Publisher : Springer Science & Business Media
Page : 239 pages
File Size : 55,7 Mb
Release : 2012-12-06
Category : Business & Economics
ISBN : 9789401112062

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Delighting Customers by P. Donovan,T. Samler Pdf

Our two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, share a number of things in common. Both are striving to become world class in markets where technology is moving fast and market change is moving even faster. Both are responding urgently to the challenge of meeting the current requirements - and anticipating the future needs - of customers at the international, national and local level. We both recognize that customer and employee satisfaction now rank with market share as measures for business success. We accept that there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving excellence, both as business partners and as employers. There is already strong co-operation between the growing number of professionals in this field as they work together and exchange experiences for benchmarking and best practice studies. In this spirit of collaboration, we have encouraged Peter Donovan and Timothy Samler to share some of our early experiences with our customer-driven programmes and to stimulate further debate. Their book provides a wealth of guidance for any organization that has set its sights on delighting its customers and becoming customer-driven. The ten step approach to delighting customers breaks new ground and offers a blueprint for others to follow. It exemplifies the practical approach that is taken throughout the book.

Author : Charles Protzman,Fred Whiton,Joyce Kerpchar,Christopher Lewandowski,Steve Stenberg,Patrick Grounds
Publisher : Taylor & Francis
Page : 1871 pages
File Size : 46,5 Mb
Release : 2018-09-03
Category : Business & Economics
ISBN : 9781315360508

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The Lean Practitioner's Field Book by Charles Protzman,Fred Whiton,Joyce Kerpchar,Christopher Lewandowski,Steve Stenberg,Patrick Grounds Pdf

While there are numerous Lean Certification programs, most companies have their own certification paths whereby they bestow expert status upon employees after they have participated in or led a certain number of kaizen events. Arguing that the number of kaizen events should not determine a person's expert status, The Lean Practitioner's Field Book: Proven, Practical, Profitable and Powerful Techniques for Making Lean Really Work outlines a true learning path for anyone seeking to understand essential Lean principles. The book includes a plethora of examples drawn from the personal experiences of its many well-respected and award-winning contributors. These experts break down Lean concepts to their simplest terms to make everything as clear as possible for Lean practitioners. A refresher for some at times, the text provides thought-provoking questions with examples that will stimulate learning opportunities. Introducing the Lean Practitioner concept, the book details the five distinct Lean Practitioner levels and includes quizzes and criteria for each level. It highlights the differences between the kaizen event approach and the Lean system level approach as well as the difference between station balancing and baton zone. This book takes readers on a journey that begins with an overview of Lean principles and culminates with readers developing professionally through the practice of self-reliance. Providing you with the tools to implement Lean tools in your organization, the book includes discussions and examples that demonstrate how to transition from traditional accounting methods to a Lean accounting system. The book outlines an integrated, structured approach identified by the acronym BASICS (baseline, analyze, suggest solutions, implement, check, and sustain), which is combined with a proven business strategy to help ensure a successful and sustainable transformation of your organization.

Author : Charles Protzman,George Mayzell,Joyce Kerpchar
Publisher : CRC Press
Page : 393 pages
File Size : 44,8 Mb
Release : 2018-06-28
Category : Business & Economics
ISBN : 9781439813867

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Leveraging Lean in Healthcare by Charles Protzman,George Mayzell,Joyce Kerpchar Pdf

Winner of a 2013 Shingo Research and Professional Publication AwardThis practical guide for healthcare executives, managers, and frontline workers, provides the means to transform your enterprise into a High-Quality Patient Care Business Delivery System. Designed for continuous reference, its self-contained chapters are divided into three primary s

Author : Kevin Robson
Publisher : John Wiley & Sons
Page : 236 pages
File Size : 55,7 Mb
Release : 2012-11-12
Category : Business & Economics
ISBN : 9781118457856

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Service-Ability by Kevin Robson Pdf

Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the "product" offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. 'Like' or '#Fail' have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total 'customer-centric' work cultures that develop lasting relationships with customers.

Author : Charles Protzman,Fred Whiton,Joyce Kerpchar
Publisher : CRC Press
Page : 262 pages
File Size : 42,9 Mb
Release : 2022-12-22
Category : Business & Economics
ISBN : 9781000776447

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Baseline by Charles Protzman,Fred Whiton,Joyce Kerpchar Pdf

Lean is about building and improving stable and predictable systems and processes to deliver to customers high-quality products/services on time by engaging everyone in the organization. Combined with this, organizations need to create an environment of respect for people and continuous learning. It’s all about people. People create the product or service, drive innovation, and create systems and processes, and with leadership buy-in and accountability to ensure sustainment with this philosophy, employees will be committed to the organization as they learn and grow personally and professionally. Lean is a term that describes a way of thinking about and managing companies as an enterprise. Becoming Lean requires the following: the continual pursuit to identify and eliminate waste; the establishment of efficient flow of both information and process; and an unwavering top-level commitment. The concept of continuous improvement applies to any process in any industry. Based on the contents of The Lean Practitioners Field Book, the purpose of this series is to show, in detail, how any process can be improved utilizing a combination of tasks and people tools and introduces the BASICS Lean® concept. The books are designed for all levels of Lean practitioners and introduces proven tools for analysis and implementation that go beyond the traditional point kaizen event. Each book can be used as a stand-alone volume or used in combination with other titles based on specific needs. Each book is chock-full of case studies and stories from the authors’ own experiences in training organizations that have started or are continuing their Lean journey of continuous improvement. Contents include valuable lessons learned and each chapter concludes with questions pertaining to the focus of the chapter. Numerous photographs enrich and illustrate specific tools used in Lean methodology. Baseline: Confronting Reality & Planning the Path for Success focuses on change management and how to manage and accelerate change. The authors also outline how to get ready to implement lean, how to baseline your processes prior to implementing Lean, and how to create a value stream map of processes. This book also discusses Lean accounting.