Measuring and Managing Customer Satisfaction ~~"Measuring and Managing Customer Satisfaction"

Measuring and Managing Customer Satisfaction

Sheila Kessler
ASQC/Quality Press
Sales Rank: 3748254

See details at Amazon.de

 

 Measuring and Managing Customer Satisfaction, 2000-03-18

This book is what its title says: it is for companies that are ready to go for the gold, the profitabilty associated with satisfied customers who tell others and buy again and again. It is a complete, wholistic approach to customer satisfaction that knocked my socks off. Of course,you will ask customers about their satisfaction. What Sheila Kessler adds to this formula is that you have to have a large radar screen to get the information that will make a difference. Have you talked with customers who have left? Do you know that if you do, they may return? What systems do you have for picking up customer compliments and complaints? Do you act vigorously to let your customers know they have been heard? Do you know how much this approach can affect your bottom line? The book is very user friendly. Easy to read and easy to use. Sheila Kessler shares a wealth of data from the studies she has reviewed. What has worked for others? What does not work? What is most important? She gives examples of approaches that others have found useful.But, for me, what was most important was that she takes a wholistic view at what it means to measure and manage customer satisfaction. Want to turn around your employees so they spend more time focusing on customers and less time protecting their own turf? Use this book as a tool and follow it step by step with your employees, Decide what works for your company and then implement it.You will have a lot of loyal customers thanking you for the opportunity to do more business with you.

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