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The Customer Satisfaction Audit by Bluestein, Abram I. -Paperback
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eBay item number:155145405611
Item specifics
- Condition
- ISBN-13
- 9781902433981
- PublicationDate
- 04-Jul-08
- CategoryBH
- Business/Economics
- Book Title
- The Customer Satisfaction Audit
- Title
- The Customer Satisfaction Audit by Bluestein, Abram I. -Paperback
- DescriptionBH
- The only sustainable competitive advantage is based on satisfying
- BookTitle
- The Customer Satisfaction Audit
- ISBN
- 9781902433981
- Publication Year
- 2008
- Type
- Textbook
- Format
- Paperback
- Language
- English
- Publication Name
- The Customer Satisfaction Audit
- Item Height
- 297mm
- Publisher
- Cambridge Strategy Publications
- Item Width
- 210mm
- Subject
- Marketing
- Item Weight
- 290g
- Number of Pages
- 112 Pages
About this product
Product Information
An 8-step audit to ensure that your organisation stays focused on customer needs The only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans. This audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels. It first explains the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which to implement an effective customer service programme. The audit sets out questions that you will ask at each of these eight stages: Understand customer requirements Analyse current capabilities Assess competitors' capabilities Identify gaps Identify options to gain strategic service advantage Analyse trade-offs Select service dimensions Structure service offerings and set goals Overall, the audit will help you to: Understand and define customers' needs and requirements Analyse your current capabilities Assess your competitors' capabilities Measure gaps between your capabilities and your customers' requirements Compare the options for gaining a strategic service advantage Analyse costs, benefits, risks and trade-offs Develop new strategies, prioritise initiatives and apportion resources.
Product Identifiers
Publisher
Cambridge Strategy Publications
ISBN-13
9781902433981
eBay Product ID (ePID)
190209078
Product Key Features
Publication Name
The Customer Satisfaction Audit
Format
Paperback
Language
English
Subject
Marketing
Publication Year
2008
Type
Textbook
Number of Pages
112 Pages
Dimensions
Item Height
297mm
Item Width
210mm
Item Weight
290g
Additional Product Features
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:155145405611
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