The Handbook of Customer Satisfaction and Loyalty Measurement

Business & Finance, Marketing & Sales, Customer Service
Cover of the book The Handbook of Customer Satisfaction and Loyalty Measurement by Nigel Hill, Jim Alexander, Taylor and Francis
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Nigel Hill, Jim Alexander ISBN: 9781351888554
Publisher: Taylor and Francis Publication: March 2, 2017
Imprint: Routledge Language: English
Author: Nigel Hill, Jim Alexander
ISBN: 9781351888554
Publisher: Taylor and Francis
Publication: March 2, 2017
Imprint: Routledge
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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.

More books from Taylor and Francis

Cover of the book Philosophy of Space and Time by Nigel Hill, Jim Alexander
Cover of the book Moral Self-Regard by Nigel Hill, Jim Alexander
Cover of the book Financial Management Practices in India by Nigel Hill, Jim Alexander
Cover of the book ReNew Town by Nigel Hill, Jim Alexander
Cover of the book Taxation in Modern China by Nigel Hill, Jim Alexander
Cover of the book Teaching Across the Early Years 3-7 by Nigel Hill, Jim Alexander
Cover of the book Gunpowder and Firearms in the Mamluk Kingdom by Nigel Hill, Jim Alexander
Cover of the book The Two Koreas and the United States: Issues of Peace, Security and Economic Cooperation by Nigel Hill, Jim Alexander
Cover of the book The New Psychology of Money by Nigel Hill, Jim Alexander
Cover of the book War and Displacement in the Twentieth Century by Nigel Hill, Jim Alexander
Cover of the book Greek Capitalism in Crisis by Nigel Hill, Jim Alexander
Cover of the book Tax Crusaders and the Politics of Direct Democracy by Nigel Hill, Jim Alexander
Cover of the book Educ Borstal Boys Ils 204 by Nigel Hill, Jim Alexander
Cover of the book Literacy and Language in the Primary Years by Nigel Hill, Jim Alexander
Cover of the book Revival: Little Golden America (1944) by Nigel Hill, Jim Alexander
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy