Author : Nigel Hill
Release : 2017-03-02
Genre : Business & Economics
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Book Rating : 552/5 ( reviews)

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The Handbook of Customer Satisfaction and Loyalty Measurement - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook The Handbook of Customer Satisfaction and Loyalty Measurement write by Nigel Hill. This book was released on 2017-03-02. The Handbook of Customer Satisfaction and Loyalty Measurement available in PDF, EPUB and Kindle. 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.