Cover ; Contents; List of Illustrations ; Preface ; Acknowledgments ; 1 -- Introduction ; 2 -- The Basic Truths of Customer Satisfaction ; 3 -- The Measurement Tools ; 4 -- Converging Brand and the Customer ; 5 -- The Loyalty Convergence ; 6 -- NPS: Is It the Ultimate Question? ; 7 -- Benchmarking and Normative Databases ; 8 -- Implementing the Survey Findings ; Appendices ; Bibliography ; About the Authors
Summary
This book explains the principles of customer satisfaction in a brief yet powerful manner. It will help readers build relevant and actionable customer satisfaction programmes for their organization
