Author : Frederick C. Van Bennekom
Publisher : Customer Service Press
Page : 260 pages
File Size : 28,15 MB
Release : 2002
Category : Business & Economics
ISBN : 9780971340602
Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.
Author : Shep Hyken
Publisher : Greenleaf Book Group
Page : 249 pages
File Size : 34,24 MB
Release : 2013-09-03
Category : Business & Economics
ISBN : 1626340102
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Author : Karen Leland
Publisher : John Wiley & Sons
Page : 409 pages
File Size : 48,69 MB
Release : 2011-03-03
Category : Business & Economics
ISBN : 1118052730
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Author : Philip Verghis
Publisher : Silicon Press
Page : 220 pages
File Size : 30,96 MB
Release : 2006
Category : Business & Economics
ISBN : 9780929306346
Author : Robert L. Johnson
Publisher : Guilford Publications
Page : 289 pages
File Size : 16,20 MB
Release : 2016-07-05
Category : Social Science
ISBN : 1462526985
Synthesizing the literature from the survey and measurement fields, this book explains how to develop closed-response survey scales that will accurately capture such constructs as attitudes, beliefs, or behaviors. It provides guidelines to help applied researchers or graduate students review existing scales for possible adoption or adaptation in a study; create their own conceptual framework for a scale; write checklists, true-false variations, and Likert-style items; design response scales; examine validity and reliability; conduct a factor analysis; and document the instrument development and its technical quality. Advice is given on constructing tables and graphs to report survey scale results. Concepts and procedures are illustrated with "Not This/But This" examples from multiple disciplines. User-Friendly Features *End-of-chapter exercises with sample solutions, plus annotated suggestions for further reading. *"Not This/But This" examples of poorly written and strong survey items. *Chapter-opening overviews and within-chapter summaries. *Glossary of key concepts. *Appendix with examples of parametric and nonparametric procedures for group comparisons.
Author : Nick Taylor
Publisher : CSIRO PUBLISHING
Page : 318 pages
File Size : 28,42 MB
Release : 2001
Category : Business & Economics
ISBN : 9780643065581
This book is the first significant international attempt to outline and analyze how social assessment has been integrated within natural resource management institutions to date. In doing so, it focuses on contemporary Australian and New Zealand experiences, and relates these back to the international context. Social Assessment in Natural Resource Management Institutionsprovides practical guidance for a wide range of planners, managers and stakeholders striving for better integration of social issues. The lessons derived are equally relevant to national, provincial, regional and local governance structures, international agencies, corporations, and community-based non-government organizations.
Author : Jon Anton
Publisher : Purdue University Press
Page : 170 pages
File Size : 31,83 MB
Release : 1997
Category : Business & Economics
ISBN : 9780915910434
Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you will learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits. How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys. How to select the right sample size for your survey, and avoid biases for truly significant results. How to increase your survey response rates: survey methods, timing, incentives and more. How to survey large and small customer bases for accurate results. How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work. How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script. How to implement your survey. Including data gathering, coding and data entry techniques. How to analyze your survey results and accurately compare data gathered over time. How to produce actionable reports based on your findings. Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the authors work developing and implementing customer satisfaction measurement programs. So whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.
Author :
Publisher :
Page : 228 pages
File Size : 21,79 MB
Release : 1994
Category : Administrative law
ISBN :
Author : Terry G. Vavra
Publisher : Quality Press
Page : 509 pages
File Size : 14,51 MB
Release : 2001-09-25
Category : Business & Economics
ISBN : 0873898303
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Author : Ray Kordupleski
Publisher : Customer Value Management I
Page : 372 pages
File Size : 14,61 MB
Release : 2003
Category : Business & Economics
ISBN : 9781893673076
There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies that practice it. Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value (educating the market on your value proposition)The concepts of customer value management and the practical tools that have been developed to support them are the subject of this book.
