Customer Satisfaction Measurement and Management: Using the Voice of the Customer
- ISBN-10
- 0538844396
- ISBN-13
- 9780538844390
- Category
- Consumer satisfaction
- Pages
- 457
- Language
- English
- Published
- 1995
- Publisher
- Van Nostrand Reinhold
- Authors
- Earl Naumann, Kathleen Giel
Description
Are you in touch with your customers? Responsive to their needs? Do you allow their voice to define your company's objectives? If not, take note: Your customer has the information you need ... TO SURVIVE. If you don't tap into this valuable resource, you'll be unable to meet the ever-increasing levels of customer expectation. If you're not sure how you measure up, start reading this book, now. Learn how to implement a customer satisfaction measurement and management program that permeates every level of your company. You'll capture the customer ideas and inputs that elude traditional research methods and harvest the information you need to focus on customer-defined priorities. Naumann and Giel show you, step by step, how to retrieve and utilize this vital customer information: Becoming truly customer driven is essential for survival in the 21st century.
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