| Description |
xviii, 229 pages : illustrations ; 24 cm |
| Contents |
Ch. 1. The New Customer Imperative. The Unraveling of Tradition. What's the Answer? Big Prizes Await! Service Is Not Satisfaction. Start Now -- Ch. 2. The Ingredients of Customer Satisfaction. Customer Expectations. Quality. Customer Preferences -- Ch. 3. Listening to Customers and Employees. Power Listening: You Can't Afford Not to Listen. The Customer Satisfaction Scoring System -- Ch. 4. Benchmarking for Competitive Advantage. The Benchmarking Process. Low-Profile Benchmarking without Permission -- Ch. 5. Designing World-Class Customer Satisfaction. Redesigning Processes. Employee Management - Finding Best Solutions. The Issues. World-Class Solutions -- Ch. 6. Retention Marketing. Loyalty Programs. Complaint Management. Service and Satisfaction Guarantees -- Ch. 7. Trends. Customer-Driven Technology. The International Customer. The Future - Rising Productivity and Expectations -- Ch. 8. Delivering World-Class Performance. The World-Class Customer Satisfaction Program |
| Summary |
The ability to continually increase customer satisfaction is a condition for survival in today's business environment. This book gives you the latest hard-hitting ideas and innovative methods to help you meet this challenge. In a concise and entertaining style, Dr. Jonathan Barsky presents clear-sighted analysis and practical applications to the subjects most affecting customer satisfaction. Break-through examples from Wal-Mart, American Express, McDonalds, Marriott, IKEA, and others reveal how these organizations are able to provide World-Class Customer Satisfaction |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Consumer satisfaction -- Case studies.
|
|
Customer services -- Case studies.
|
| LC no. |
94018563 |
| ISBN |
0786301287 |
|
