Handbook of Customer Satisfaction and Loyalty Measurement
Regular price
€167.40
A01=Jim Alexander
A01=Nigel Hill
advanced customer loyalty analytics
Aim
Author_Jim Alexander
Author_Nigel Hill
behavioural research methods
Category=KJSM
Category=KJSU
commitment
Committed Customers
CSM
Customer Perception Surveys
Customer Retention
Customer Satisfaction
Customer Satisfaction Measurement
Customer Satisfaction Survey
Customer Supplier Relationship
Customer Survey
Delivery Reliability
Dissatisfaction
DMU Member
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
exploratory
Exploratory Research
Follow
Hold
interview
Lifetime Customer Values
organisational feedback systems
perception
PFIs
PIMS
quantitative analysis
quota
research
retention
Retention Indicator
Self-completion Questionnaires
service quality assessment
SERVQUAL model
Supplier's Performance
Supplier’s Performance
survey
survey methodology
surveys
telephone
Telephone Interviews
UK Bank
Weekly Food Shop
Product details
- ISBN 9780566087448
- Weight: 748g
- Dimensions: 174 x 246mm
- Publication Date: 28 Sep 2006
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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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.
Nigel Hill has been involved in measuring customer satisfaction for 20 years, forming the Leadership Factor to specialize in the discipline in 1996. He has written extensively and spoken at conferences around the world on the subject and manages customer satisfaction projects for many leading companies. Jim Alexander has over 30 years' experience in using management information and market research for decision making. This includes commissioning market research and customer satisfaction studies for HP Bulmer, Volvo and Mercedes Benz and Rolls Royce. Jim now manages customer and employee satisfaction surveys for many of The Leadership Factor's major clients.
