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Anotace knihy

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction.

Parametry knihy

Zařazení knihy Knihy v angličtině Economics, finance, business & management Business & management Sales & marketing

• Plný název: How to Measure Customer Satisfaction
• Autor: John Brierley
• Jazyk: Angličtina
• Vazba: Brožovaná
• Počet stran: 160
• EAN: 9780566085956
• ISBN: 056608595X
• ID: 04101733
• Nakladatelství: Taylor & Francis Ltd
• Hmotnost: 294 g
• Rozměry: 243 × 171 × 12 mm
• Datum vydání: 29. December 2003

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