Total Customer Satisfaction

Author : Stephanie G. Sherman,V. Clayton Sherman
Publisher : Jossey-Bass
Page : 400 pages
File Size : 44,7 Mb
Release : 1998-12-18
Category : Business & Economics
ISBN : IND:30000061223909

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Total Customer Satisfaction by Stephanie G. Sherman,V. Clayton Sherman Pdf

Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization. "A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas." --Irwin Press, president, Press, Ganey Associates, Inc. "This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance." --Quint Studer, president, Baptist Hospital, Inc. "Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book." --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service "This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." --Jerry Seibert, president, Parkside Associates

Author : Larry Swaton,Lawrence Swaton
Publisher : Trafford Publishing
Page : 233 pages
File Size : 53,6 Mb
Release : 2003
Category : Business & Economics
ISBN : 9781412000871

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Total Customer Service for Profitability by Larry Swaton,Lawrence Swaton Pdf

The book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers planning, marketing, maintenance, training, documentation, staffing, technical support, warranty, contracts, accounting, logistics, inventory, leadership, field service and collecting action. It is a chess game to put them together as a system. For more information, visit Larry Swaton's website at www.swatonandassociates.com.

Author : Stuart McKechnie
Publisher : Balboa Press
Page : 420 pages
File Size : 49,6 Mb
Release : 2014-08-08
Category : Business & Economics
ISBN : 9781452516752

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THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE by Stuart McKechnie Pdf

This book is about ‘Total Customer Service’ .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces ‘The Customer Service Hallmark’, a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond ‘Have a Nice Day ’and the obvious ‘Surface’ approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions ‘Total Customer Service’ within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of ‘Total Customer Service’ and organisation improvement. Anyone who has an interest in ‘Total Customer Service’ and organisation performance improvement will find this book valuable and enjoyable. ‘Vision to Action’, ‘Sub System Synergy’ , ‘Hilltops’ ,’ERUDITE Leadership,’ ’Futuristic Thinking’ , ‘Competitive Integrity ‘ and ‘Triple E’ touch point management all contribute to Customer Service’ and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The ‘Four Dimensions’ of the Customer Service Hallmark provide an integrated framework which positions ‘Total Customer Service’ as a coordinated strategic response to achieving organisation improvement and strategic intent.

Author : Nigel Hill,John Brierley,Rob MacDougall
Publisher : Gower Publishing, Ltd.
Page : 166 pages
File Size : 48,6 Mb
Release : 2003
Category : Business & Economics
ISBN : 056608595X

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How to Measure Customer Satisfaction by Nigel Hill,John Brierley,Rob MacDougall Pdf

The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Author : Jack Griffin
Publisher : Penguin
Page : 364 pages
File Size : 42,5 Mb
Release : 2013-03-05
Category : Business & Economics
ISBN : 9781101623688

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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 : Jacques Horovitz,Michele Jurgens Panak
Publisher : Irwin Professional Pub
Page : 300 pages
File Size : 47,9 Mb
Release : 1994
Category : Business & Economics
ISBN : 0786301082

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Total Customer Satisfaction by Jacques Horovitz,Michele Jurgens Panak Pdf

Excellent customer service is an essential tool for any company competing in today's climate. This book explores the activities of global companies with excellent reputations for customer service. Practical examples and in-depth case studies from the best in the business will enable companies to give the customers the best in service quality.

Author : Adam Turinas,Ben Person
Publisher : Bublish, Inc.
Page : 129 pages
File Size : 41,9 Mb
Release : 2023-05-18
Category : Business & Economics
ISBN : 9781647046972

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Total Customer Growth by Adam Turinas,Ben Person Pdf

“Rock Solid ABM Bible,” - Charles Cantu, founder of Rest Digital “TCG Will be the Next Acronym on Every Marketers Lips,” - Bob Abrahamson, chief marketing officer, pCare “This book is very well written and full of actionable insight. I especially appreciate the many free tools offered for download as part of the book purchase,” - Kelly McDermott, chief marketing officer, of Caregility “A fresh take on ABM. It’s the sort of book you can come back to frequently for how-to’s and ideas,” - Drew Neisser, Founder of CMO Huddles and award-winning author If you have read or considered great books like ABM is B2B by Sangram Vajre or A Practitioner’s Guide to Account-based Marketing by Bev Burgess, you will enjoy this fresh and up-to-date take on ABM. Adam and Ben speak with hundreds of sales and marketing leaders every year. Several recurring issues come up: How to get started with ABM, how to win and grow a more profitable customer base and how to turn marketing into a competitive advantage. This book will answer these questions about ABM and propose a new, more holistic model for making your sales and marketing more effective. ABM is part of the answer and is emerging as the way to acquire new and more profitable customers. In addition, a relatively new concept has emerged called “account-based experience” (ABX) that addresses how to cross-sell, upsell, and convert customers into evangelists. This book proposes a new more efficient model that combines ABM, ABX, and other account-based strategies. We call it… Total Customer Growth Total Customer Growth is a system involving sales, marketing, and customer success to find, engage, convert, and grow profitable customers for life. It is a holistic approach to building a sustainable, long-term business model. We wrote this book as a comprehensive practical guide to ABM, ABX, and Total Customer Growth. The book includes how-to guides, strategic rationales, examples, and references to online resources to help in your journey. The book is divided into four parts: Part 1 - Strategic Foundations of Total Customer Growth Chapter 1 Why ABM Is Transforming B2B Sales and Marketing Chapter 2 The Total Customer Growth Framework Chapter 3 Starting with Intent Chapter 4 Targeting Chapter 5 The Buyer Journey Chapter 6 ABM Campaign Strategies and Personalization Chapter 7 Engagement and Content Planning Part 2 - Putting ABM into Action Chapter 8 The ABM Technology Platform Chapter 9 SDRs: ABM’s Secret Weapon Chapter 10 Measurement Matters Part 3 - ABM to ABX Chapter 11 Envisioning ABX and Total Customer Growth Chapter 12 Account Insight-Driven Growth Chapter 13 Turning Customers into Positive Influencers Part 4 - Get Moving. Get Scaling. Chapter 14 Think/Crawl/Walk/Run Chapter 15 Scaling and Evolving Chapter 16 Being Agile Chapter 17 The Total Customer Growth Organization

Author : William H. Davidow,Bro Uttal
Publisher : HarperCollins Publishers
Page : 256 pages
File Size : 55,8 Mb
Release : 1989
Category : Business & Economics
ISBN : 0060161809

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Total Customer Service by William H. Davidow,Bro Uttal Pdf

A renowned marketing genius and one of today's foremost business journalists team up to unveil the new business trends of the 1990s and their prescriptions for business success.

Author : Dr. Sakru Ketavath
Publisher : Lulu.com
Page : 166 pages
File Size : 54,6 Mb
Release : 2024-06-03
Category : Electronic
ISBN : 9781387680436

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CUSTOMER SATISFACTION ON MOBILE PHONE SERVICES by Dr. Sakru Ketavath Pdf

Author : Nigel Hill,Jim Alexander
Publisher : Gower Publishing, Ltd.
Page : 312 pages
File Size : 52,7 Mb
Release : 2000
Category : Business & Economics
ISBN : 0566081946

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

An examination of how to use research effectively. 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. This new edition includes four new chapters on loyalty measurement.

Author : Craig Cochran
Publisher : Paton Professional
Page : 121 pages
File Size : 51,6 Mb
Release : 2003
Category : Business & Economics
ISBN : 9780971323148

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Customer Satisfaction by Craig Cochran Pdf

Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion

Author : R.M. McNealy
Publisher : Springer Science & Business Media
Page : 218 pages
File Size : 48,7 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 : Nigel Hill,Jim Alexander
Publisher : Routledge
Page : 349 pages
File Size : 40,9 Mb
Release : 2017-03-02
Category : Business & Economics
ISBN : 9781351888554

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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 : Terry G. Vavra
Publisher : Quality Press
Page : 509 pages
File Size : 48,8 Mb
Release : 2001-09-25
Category : Business & Economics
ISBN : 9780873898300

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Improving Your Measurement of Customer Satisfaction by Terry G. Vavra Pdf

Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement

Author : Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini
Publisher : Routledge
Page : 204 pages
File Size : 45,6 Mb
Release : 2010-10-04
Category : Business & Economics
ISBN : 9781136975981

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Tourist Customer Service Satisfaction by Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini Pdf

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.