Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson
Material type:
- 0-7879-5310-5
- 658.812 21
Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds | |
---|---|---|---|---|---|---|---|---|
Book | Högskolan Väst Våning 3 | Våning 3 | 658.812 Johnson | Available | 6005320008744 |
S. 199-205: Notes
Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation
Content Description Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation. Publisher Fact Sheet Gives companies a five-stage plan for reuniting the key measures of customer satisfaction with marketing strategy & product development to ensure excellent customer service