Beyond Customer Satisfaction to Customer Loyalty PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Beyond Customer Satisfaction to Customer Loyalty PDF full book. Access full book title Beyond Customer Satisfaction to Customer Loyalty by Keki R. Bhote. Download full books in PDF and EPUB format.
Author: Keki R. Bhote
Publisher: Amacom Books
ISBN: 9780814423622
Category : Business & Economics
Languages : en
Pages : 148
Get Book Here
Book Description
This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.
Author: Keki R. Bhote
Publisher: Amacom Books
ISBN: 9780814423622
Category : Business & Economics
Languages : en
Pages : 148
Get Book Here
Book Description
This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.
Author: Bob E. Hayes
Publisher: Asq Press
ISBN: 9780873897723
Category : Business & Economics
Languages : en
Pages : 396
Get Book Here
Book Description
Author: Catharine G. Johnston
Publisher:
ISBN: 9780887633607
Category : Consumer satisfaction
Languages : en
Pages : 51
Get Book Here
Book Description
Author: Bob E. Hayes
Publisher: Quality Press
ISBN: 0873893190
Category : Business & Economics
Languages : en
Pages : 433
Get Book Here
Book Description
Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.
Author: Jeffrey H. Gitomer
Publisher: Bard Press (TX)
ISBN:
Category : Business & Economics
Languages : en
Pages : 330
Get Book Here
Book Description
A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
Author: Richard F. Gerson
Publisher: Crisp Learning
ISBN: 9781560521150
Category : Business & Economics
Languages : en
Pages : 102
Get Book Here
Book Description
Author: Matthew Dixon
Publisher: Penguin UK
ISBN: 0241967929
Category : Business & Economics
Languages : en
Pages : 221
Get Book Here
Book Description
A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. 'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
Author: Pierre Chenet
Publisher:
ISBN: 9781860761379
Category : Consumer satisfaction
Languages : en
Pages : 101
Get Book Here
Book Description
This analysis of marketing and loyalty argues that companies need to move away from offering products and services to creating concepts and experiences that can meet the needs of today's self-actualized customer. Since people have now come to expect high quality and good service, the companies that succeed will be those that find unique ways to satisfy their customers' needs. The authors argue that companies need to move well beyond traditional loyalty programmes and develop new systems to manage their customer relationships in order to remain competitive.
Author: Timothy L. Keiningham
Publisher: McGraw Hill Professional
ISBN: 9780658010040
Category : Business & Economics
Languages : en
Pages : 218
Get Book Here
Book Description
This text shows how customer "delight" not just customer satisfaction drives repeat purchasing and customer loyalty. It shows how to monitor customer delight against revenue, investment, resources and benchmark results. The book also has case studies to show how to keep up customer delight.
Author: Richard F. Gerson
Publisher: Crisp Pub Incorporated
ISBN: 9781560524618
Category : Business & Economics
Languages : en
Pages : 108
Get Book Here
Book Description
This book can help you and your organization go beyond customer service to retain and satisfy established clientele. Within this self-study guide are 50 useful tips to increase customer satisfaction, generate meaningful feedback, and develop loyalty.
