Making customer satisfaction happen
Subtitle: a strategy for delighting customers
By: Roderick M. McNealy
Edition: 1st ed.
Publisher: Chapman & Hall
Published: 1994
Place of publication: London; New York
Language: eng
Number of pages: 192
ISBN-13: 9780412589201
Subjects: Kundenmanagement; Quality control; Consumer satisfaction; Klantgerichtheid; Customer services; Verbraucherzufriedenheit
Description: Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.
Notes: Includes bibliographical references and index.
Table of contents: title: 1. Getting started; title: 2. Customer satisfaction pays; title: 3. Customers and our organization: blessing or burden; title: 4. The making customer satisfaction happen model; title: 5. Best practices in making customer satisfaction happen; title: 6. An approach to customer satisfaction research.