Improving customer satisfaction, loyalty, and profit: an integrated measurement and management system
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.
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Creating a Customer Measurement and Management
Strategy and Planning
Building the Lens of the Customer
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11 NO EXPERIENCE analyze Anders Gustafsson approach areas attributes and benefits Balanced Scorecard benchmarks benefit categories benefits and attributes chain Chapter competitors concrete attributes consumption experience convenience store survey correlation critical incident technique critical incidents customer data customer measurement customer orientation customer satisfaction develop effect employees evaluation example Figure financial performance focus goals Harvard Business Review House of Quality impact on satisfaction important internal quality interviews isfaction latent variables market segment Masaaki Imai measurement and management measurement system ment NAME FROM Q2 overall satisfaction partial least squares percent policy deployment principal-components problems product or service products and services profit qualitative research quality and satisfaction quality improvement quality management questions RATING 11 READ regression respondents retailer sample satisfaction and loyalty satisfaction model scale Sears set priorities SPSS statistical Step strategy tion tomer translate Volvo Volvo Car