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The Handbook of Customer Satisfaction and Loyalty Measurement
Engelsk
Bogcover for The Handbook of Customer Satisfaction and Loyalty Measurement af Nigel Hill, Jim Alexander, 9781032838687
Specifikationer
Sprog:
Engelsk
Sider:
288
ISBN-13:
9781032838687
Indbinding:
Paperback
Udgave:
3
ISBN-10:
103283868X
Udg. Dato:
24 jun 2024
Størrelse i cm:
17,4 x 24,6 x 2,0
Oplagsdato:
24 jun 2024
Forfatter(e):

The Handbook of Customer Satisfaction and Loyalty Measurement

Engelsk
Format:

Bog beskrivelse
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.
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Specifikationer
Sprog:
Engelsk
Sider:
288
ISBN-13:
9781032838687
Indbinding:
Paperback
Udgave:
3
ISBN-10:
103283868X
Udg. Dato:
24 jun 2024
Størrelse i cm:
17,4 x 24,6 x 2,0
Oplagsdato:
24 jun 2024
Forfatter(e):
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