Superior Customer Satisfaction And Loyalty

Author : Sheldon D. Goldstein
Publisher : Quality Press
Page : 137 pages
File Size : 43,9 Mb
Release : 2009-07-21
Category : Business & Economics
ISBN : 9780873892643

Get Book

Superior Customer Satisfaction and Loyalty by Sheldon D. Goldstein Pdf

This book demonstrates in a simple and straightforward way the process of discovering the attributes that are important to your customers, measuring their satisfaction with an unbiased survey instrument, analyzing that data, and then doing a statistical analysis to determine the best approach to improving the low-rated attribute(s) and implementing change that has a higher probability of improving customer loyalty. Satisfaction is a feeling; loyalty is a behavior with satisfaction as its foundation, coupled with a willingness to repurchase and a willingness to recommend. It is that interest in reliving a positive customer experience that creates loyal behavior. This book gives insights into the process that companies can use to create that satisfaction in their customers and promote loyal behavior in customers’ buying patterns. Each chapter is constructed as a self-contained entity. The method described in this book will help you collect data from your customers, understand the information through analysis of the metrics and comments, find root causes of problems, motivate people to contribute to improving satisfaction, and then sustain the gains by audit. There is no appendix to reference for additional materials. The basic process needed to analyze and implement a robust quality system for improving customer satisfaction is described in full, including presenting the data of “customer satisfaction values” in a way that makes it easy to understand.

Author : Simon Ang,Alejandro Oliva
Publisher : CRC Press
Page : 406 pages
File Size : 43,7 Mb
Release : 2004-05-27
Category : Business & Economics
ISBN : 9780203501498

Get Book

Superior Customer Value in the New Economy by Simon Ang,Alejandro Oliva Pdf

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the busin

Author : Art Weinstein
Publisher : Routledge
Page : 230 pages
File Size : 50,9 Mb
Release : 2018-12-07
Category : Business & Economics
ISBN : 9781351214322

Get Book

Superior Customer Value by Art Weinstein Pdf

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Author : Art Weinstein,D. Hank Ellison
Publisher : CRC Press
Page : 323 pages
File Size : 48,6 Mb
Release : 2012-02-24
Category : Business & Economics
ISBN : 9781439898406

Get Book

Superior Customer Value by Art Weinstein,D. Hank Ellison Pdf

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of custo

Author : Art Weinstein
Publisher : CRC Press
Page : 456 pages
File Size : 44,9 Mb
Release : 2004-06-02
Category : Business & Economics
ISBN : 1135458545

Get Book

Superior Customer Value in the New Economy by Art Weinstein Pdf

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value (CV). It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations. Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.

Author : Michael David Johnson,Anders Gustafsson
Publisher : Jossey-Bass
Page : 248 pages
File Size : 51,7 Mb
Release : 2000-08
Category : Business & Economics
ISBN : UVA:X004438753

Get Book

Improving Customer Satisfaction, Loyalty, and Profit by Michael David Johnson,Anders Gustafsson Pdf

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 show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Author : Richard F. Gerson
Publisher : Crisp Learning
Page : 102 pages
File Size : 42,6 Mb
Release : 1992
Category : Business & Economics
ISBN : 1560521155

Get Book

Beyond Customer Service by Richard F. Gerson Pdf

Author : Art Weinstein,William C. Johnson
Publisher : CRC Press
Page : 338 pages
File Size : 43,8 Mb
Release : 2020-03-25
Category : Business & Economics
ISBN : 9781000083453

Get Book

Designing and Delivering Superior Customer Value by Art Weinstein,William C. Johnson Pdf

First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).

Author : Kathrin Mössler
Publisher : GRIN Verlag
Page : 12 pages
File Size : 44,7 Mb
Release : 2002-06-11
Category : Business & Economics
ISBN : 9783638129664

Get Book

Superior Service Quality can be a Success Factor by Kathrin Mössler Pdf

Essay from the year 2002 in the subject Business economics - Offline Marketing and Online Marketing, grade: A-, University of Otago (Marketing department), course: Service Marketing, language: English, abstract: Companies today are faced with a highly competitive environment. For this reason it has become a challenge to differentiate a company′s product from that of competitors, to maintain and/or expand the customer base, increase outcomes, and ultimately to enhance firm performance. Creating a product (good or service) that is unique in the eyes of the customer is becoming increasingly difficult. In order to achieve this goal, the company has to develop a good strategy. Reducing costs, and offering lower rates, or other pricing options may be only a partial answer. Meeting customer expectations for quality of service will also be an important key factor to maintain customer loyalty or to lure in new customers. [...]

Author : Derek R. Allen
Publisher : Quality Press
Page : 265 pages
File Size : 49,8 Mb
Release : 2004-02-11
Category : Business & Economics
ISBN : 9780873893350

Get Book

Customer Satisfaction Research Management by Derek R. Allen Pdf

Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.

Author : Catharine G. Johnston
Publisher : Unknown
Page : 51 pages
File Size : 42,7 Mb
Release : 1996
Category : Consumer satisfaction
ISBN : 0887633609

Get Book

Beyond Customer Satisfaction to Loyalty by Catharine G. Johnston Pdf

Author : Nigel Hill,Jim Alexander
Publisher : Routledge
Page : 349 pages
File Size : 48,6 Mb
Release : 2017-03-02
Category : Business & Economics
ISBN : 9781351888554

Get Book

The Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill,Jim Alexander Pdf

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.

Author : Nigel Hill,Greg Roche,Rachel Allen
Publisher : The Leadership Factor
Page : 322 pages
File Size : 50,5 Mb
Release : 2007
Category : Consumer satisfaction
ISBN : 9780955416118

Get Book

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 : Robert L. Desatnick
Publisher : Unknown
Page : 192 pages
File Size : 52,7 Mb
Release : 1987
Category : Business & Economics
ISBN : UOM:39015016230743

Get Book

Managing to Keep the Customer by Robert L. Desatnick Pdf

Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.

Author : Mark Colgate
Publisher : Page Two
Page : 0 pages
File Size : 53,5 Mb
Release : 2018-09-18
Category : Business & Economics
ISBN : 9781989025062

Get Book

The Science of Service by Mark Colgate Pdf

When it comes to customer satisfaction, consistency is king - not the customer. While it's been proven that customer satisfaction can greatly impact many financial aspects of a business - from cash flow to profitability and share price - most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME mode - standing for Framework, Accountability, Moments, and Endurance - companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner. Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.