Nigel Hill,Jim Alexander
Handbook of Customer Satisfaction and Loyalty Measurement
Handbook of Customer Satisfaction and Loyalty Measurement
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Excellent- More about Handbook of Customer Satisfaction and Loyalty Measurement
The book provides a step-by-step guide to designing and conducting a survey to measure customer satisfaction and loyalty, covering project planning, communication, and internal feedback. It includes four new chapters on loyalty measurement and associated modelling and forecasting techniques.
Format: Hardback
Publication date: 18 December 2020
Publisher: Taylor & Francis Ltd
This title, originally published in 2000, delves into the intricacies of conducting effective research to measure customer satisfaction and loyalty. It guides readers through the process of designing and executing surveys, covering various aspects such as questionnaire design, analysis, and reporting. Additionally, the book explores other essential elements of a successful customer satisfaction strategy, including project planning, effective communication with customers, and internal feedback mechanisms. The updated edition, previously titled Handbook of Customer Satisfaction Measurement, introduces four new chapters dedicated to loyalty measurement. It explores the nature of loyalty, provides detailed insights into its measurement, and introduces modelling and forecasting techniques related to the satisfaction-profit chain.
Weight: 454g
ISBN-13: 9781138730052
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