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Organizational Development
 Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
ISBN: 978-0-7879-5310-2
Hardcover
240 pages
August 2000, Jossey-Bass
US $36.95
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This price is valid for United States. Change location to view local pricing and availability. This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 1-2 days delivery time for paperbacks, and 3-5 days for hardcovers. The book is not returnable.
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1. Creating a Customer Measurement and Management System
2. Strategy and Planning
3. Building the Lens of the Customer
4. Building the Quality-Satisfaction-Loyalty Survey
5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data
6. From Information to Decisions: Priority Setting and Implementation
2. Strategy and Planning
3. Building the Lens of the Customer
4. Building the Quality-Satisfaction-Loyalty Survey
5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data
6. From Information to Decisions: Priority Setting and Implementation
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