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Analysis of Customer Satisfaction Data
As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. It is crucial for every organization to retain loyal customers by maintaining a h...
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Creating a Customer-Centered Culture
Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. It teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-fr...
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Customer Centered Six Sigma
Businesses are continuously forced to innovate due to influential factors such as increased customer expectation, technological change, and global competition. Due to continuous innovation, customers are constantly expecting more, and maintaining a higher level of customer satisfaction becomes mo...
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Customer Satisfaction Measurement Simplified
Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effec...
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Customer Satisfaction Research Management
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requirin...
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Customer Satisfaction Toolkit for ISO 9001:2000
Customer-driven companies consistently demonstrate much better performance than other companies, showing a higher profit, increased employee growth, and greater returns on assets. In addition to these benefits to the bottom-line, companies are now required to have a solid customer satisfaction sy...
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Developing New Services
The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together ...
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How to Use Patient Satisfaction Data to Improve Healthcare Quality
In How to Use Patient Satisfaction Data to Improve Healthcare Quality, the authors demonstrate the relationship between patient satisfaction and total quality in healthcare organizations. This is not a book on how to improve patient satisfaction, but rather how to use the information relating to...
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Improving Your Measurement of Customer Satisfaction
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 pro...
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Linking Customer and Employee Satisfaction to the Bottom Line
Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship ...
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