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Click here for details and the table of contents Customer Satisfaction Measurement and Management: Using the Voice of the Customer, by Earl Naumann & Kathleen Giel, hardcover, 457 pages, 1995, $40.75

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Do you know who your customers are and what they expect?  You can increase repeat business and profits using the sage advice in this step-by-step guide on how to become a customer-driven company.  This book is essential for any business implementing a customer satisfaction program; it is also valuable for organizations trying to improve an existing program.  The book addresses additional issues such as proactive customer contact, complaint handling, multinational considerations, and internal customers.  Key features include:

  • How to develop customer satisfaction
  • How to develop customer satisfaction measurement (CSM) objectives that guide research design
  • How to design state-of-the-art questionnaires for mail, telephone, computer, and personal surveying
  • Directions for analyzing data
  • How to use data to make specific improvements that increase customer satisfaction
  • How to link customer satisfaction measurement data to employee satisfaction and compensation.
  • Complaint handling
  • Over 30 case studies of innovative practices from leading firms including Baldridge Award winners Granite Rock, Eastman Chemical and AT&T
  • A CorporatePulse demo disk with customer survey guidelines

Table of Contents

  1. Commitment to Customer Satisfaction
  2. Objectives and Hypotheses
  3. Research Design
  4. Selecting Consultants
  5. Identifying the Attributes
  6. Basic Issues in Questionnaire Design
  7. Designing Mail Questionnaires
  8. Designing Telephone Questionnaires
  9. Pretesting the CSM Program
  10. Designing a Sampling Program
  11. Analyzing the Data
  12. Using the Data for Process Improvement
  13. Linking CSM Data and Compensation
  14. Benchmarking
  15. Soft CSM
  16. Multinational Problems and Pitfalls
  17. CSM for Internal Customers
  18. Complaint Handling
  19. CSM for the Small Business
  20. Putting it all Together

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