Name: The Handbook of Customer Satisfaction and Loyalty Measurement (en Inglés)
SKU: 1839534
Price: 4372.92 MXN
Availability: InStock
Author: Hill, Nigel ; Alexander, Jim
ISBN: 9780566087448

Formato

Libro Físico

Autor

Jim Alexander

Nigel Hill

Editorial

Routledge

Idioma

Inglés

N° páginas

288

Encuadernación

Tapa Dura

Peso

ISBN

0566087448

ISBN13

9780566087448

N° edición

0003

Categorías

Sociedad y cultura: general
Investigación de mercado
Atención al cliente

The Handbook of Customer Satisfaction and Loyalty Measurement (en Inglés)

Jim Alexander (Autor) · Nigel Hill (Autor) · Routledge · Tapa Dura

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Reseña del libro "The Handbook of Customer Satisfaction and Loyalty Measurement (en Inglés)"

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.