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Improving Your Measurement of Customer Satisfaction
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function dep...
Loyalty Myths
In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.
Developing New Services
The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization. The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. The authors’ experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.
Measuring Customer Satisfaction and Loyalty
The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.
Software Engineering and Algorithms in Intelligent Systems
This book presents new software engineering approaches and methods, discussing real-world problems and exploratory research that describes novel approaches, modern design techniques, hybrid algorithms and empirical methods. This book constitutes part of the refereed proceedings of the Software Engineering and Algorithms in Intelligent Systems Section of the 7th Computer Science On-line Conference 2018 (CSOC 2018), held in April 2018.
Win with Advanced Business Analytics
Plain English guidance for strategic business analytics and big data implementation In today's challenging economy, business analytics and big data have become more and more ubiquitous. While some businesses don't even know where to start, others are struggling to move from beyond basic reporting. In some instances management and executives do not see the value of analytics or have a clear understanding of business analytics vision mandate and benefits. Win with Advanced Analytics focuses on integrating multiple types of intelligence, such as web analytics, customer feedback, competitive intelligence, customer behavior, and industry intelligence into your business practice. Provides the esse...
The Momentum Effect
A few rare companies have discovered the secret to sustained high growth: momentum. They’ve learned how to create the conditions that lead to exceptional organic growth—which feeds on itself, continually accelerating the business forward. In The Momentum Effect, J.C. Larreche introduces a complete framework for gaining momentum, keeping it, and harnessing its power. Drawing on new research and powerful case studies, Larreche demonstrates the stunning role of momentum in value creation. He sets out the process for developing the “power offers” that lie at the heart of this powerful force. This book offers a systematic process for creating momentum that will work in any business, in an...
They Are Waiting for You
They are waiting for you but who exactly are they and why are they waiting? What do you have to do in order to make your products desired and sought after? If I were to briefly say what the book is about then I would say that it is about the link between expectations and promises and about how to establish that link. As people always have goals, they must also have means of achieving those goals. This is exactly why people need more brands than there are brand owners. In that case, why not help them spend their money? However, when you promise something you create expectations. Ideally, promises would exceed expectations, but your promises will always pass through a prism of stereotypes, myths and consumer experience which refracts them like rays of light. What will the consumer see at the end? Will he buy from you? Will he come back again? Will he be loyal to you and why? I have no idea how readers will perceive what I have written. Will they like it? Does it bring up any new ideas? Will it become a guidebook? Of course, praise from friends does not count, but sometimes when mulling things over, I go back to the book and I always find something valuable in it.
Customer Surveying
Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.
