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The Little Book of Big Customer Satisfaction Measurement by Ajit Rao, Subhash Chandra (Paperback, 2012)

About this product

About this product

Product Information

The financial benefits accruing from improvements in customer satisfaction are so significant that customer satisfaction measurement has become an important business need. The results of customer satisfaction measurement often form a key basis for improving service quality and are often linked to pay and bonuses. It is therefore imperative for CEOs and senior managers to understand the principles behind customer satisfaction measurement. This book works in that direction by explaining the principles of customer satisfaction in a brief yet powerful manner. It will help the readers build relevant and actionable customer satisfaction programs for their organization. The book begins by going over the concepts of customer satisfaction measurement. It then dwells on the various kinds of tools available to organizations to capture customer satisfaction. Further, the book also deals with two major aspects with which many organizations are trying to come to grips: (a) How do we align/link brand research with customer satisfaction research? (b) How do we connect survey research with internal databases to generate great insights for organizations? The book also discusses how the entire data from such programs can be made very actionable using simple techniques. The principles and ideas mentioned in this book come from the authors' combined experience of nearly 40 years of working with clients in a variety of sectors and industries.

Product Identifiers

Publisher
Sage Publications India Pvt Ltd
ISBN-13
9788132109785
eBay Product ID (ePID)
117556386

Product Key Features

Author
Ajit Rao, Subhash Chandra
Publication Name
The Little Book of Big Customer Satisfaction Measurement
Format
Paperback
Language
English
Subject
Management
Publication Year
2012
Type
Textbook
Number of Pages
180 Pages

Dimensions

Item Height
203mm
Item Width
133mm
Item Weight
230g

Additional Product Features

Title_Author
Subhash Chandra, Ajit Rao
Country/Region of Manufacture
India

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