![Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System Tapa dura - 2000
de Michael D. Johnson; Anders Gustafsson; Rex Johnson
Primera línea
Every company must be able to satisfy and retain customers.
Descripción de contraportada
Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer's needs with their organization's processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.
Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.
Michael Johnson and Anders Gustafsson have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. Here they team up to introduce a five-stage process that establishes crucial connections between a company's marketing, sales, product development, and customer service departments in order to deliver both top-quality products and a high-level customer experience.
The process begins with measurement. Johnson and Gustafsson walk readers through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create formal customer surveys, and process and interpret the survey data. Then they show readers how to use that data to build a cohesive plan for quality improvement and ongoing customer management.
By helping mid-level managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how necessary to keep them happy.
Detalles
- Título Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
- Autor Michael D. Johnson; Anders Gustafsson; Rex Johnson
- Encuadernación Tapa dura
- Edición 1st edition
- Páginas 240
- Volúmenes 1
- Idioma ENG
- Editorial John Wiley & Sons, San Francisco, CA
- Fecha de publicación 2000-08-01
- Ilustrado Sí
- Features Bibliography, Illustrated, Index
- ISBN 9780787953102 / 0787953105
- Peso 1.02 libras (0.46 kg)
- Dimensiones 9.36 x 6.33 x 0.93 pulgadas (23.77 x 16.08 x 2.36 cm)
- Library of Congress subjects Customer relations, Customer loyalty
- Número de catálogo de la Librería del Congreso de EEUU 00009245
- Dewey Decimal Code 658.812
Reseñas en medios
Citas
- Choice, 01/01/2001, Page 946
Más ejemplares
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Johnson, Michael D., Gustafsson, Anders
- Usado
- Estado
- Used - Very Good
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
Waltham, Massachusetts, United States
- Precio
-
EUR 1.14EUR 2.84 enviando a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Johnson, Matthew D., Gustafsson, Anders
- Usado
- Estado
- Used - Very Good
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
Mishawaka, Indiana, United States
- Precio
-
EUR 6.39Envío gratuito a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/h/044/678/629678044.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System: 10 (J-B-UMBS Series)
de Gustafsson, Anders
- Usado
- Muy bueno
- Tapa dura
- Estado
- Usado - Muy bueno
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
GORING BY SEA, West Sussex, United Kingdom
- Precio
-
EUR 10.41EUR 10.31 enviando a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Johnson, Matthew D
- Usado
- Tapa dura
- Estado
- Used: Good
- Edición
- 1
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
HOUSTON, Texas, United States
- Precio
-
EUR 8.46Envío gratuito a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Johnson, Matthew D
- Usado
- Tapa dura
- Estado
- Used:Good
- Edición
- 1
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
HOUSTON, Texas, United States
- Precio
-
EUR 18.31Envío gratuito a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/h/525/930/1476930525.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
de Matthew D. Johnson
- Nuevo
- Tapa dura
- Estado
- Nuevo
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 2
- Librería
-
Southport, Merseyside, United Kingdom
- Precio
-
EUR 35.37EUR 11.97 enviando a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
de Michael D. Johnson
- Nuevo
- Tapa dura
- Estado
- Nuevo
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 108
- Librería
-
Uxbridge, Greater London, United Kingdom
- Precio
-
EUR 37.32EUR 9.61 enviando a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Jossey-Bass
- Nuevo
- Estado
- Nuevo
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 35
- Librería
-
Benton Harbor, Michigan, United States
- Precio
-
EUR 31.21EUR 3.78 enviando a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Johnson, Matthew D.; Gustafsson, Anders
- Nuevo
- Tapa dura
- Estado
- Nuevo
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
Memphis, Tennessee, United States
- Precio
-
EUR 32.39Envío gratuito a USA
Mostrar detalles
![Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management...](https://d3525k1ryd2155.cloudfront.net/f/102/953/9780787953102.IN.0.m.jpg)
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
de Johnson, Matthew D.
- Usado
- Bien
- Tapa dura
- Estado
- Usado - Bien
- Encuadernación
- Hardcover
- ISBN 10 / ISBN 13
- 9780787953102 / 0787953105
- Cantidad disponible
- 1
- Librería
-
Newport Coast, California, United States
- Precio
-
EUR 37.89Envío gratuito a USA