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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System by Michael D. Johnson, Anders Gustafsson, Johnson, Michael D is a business book available to read on EtoBox.
What is Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System about?
<p><P>Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer's needs with their organization's processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.Michael Johnson and Anders Gustafsson have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. Here they team up to introduce a five-stage process that establishes crucial connections between a company's marketing, sales, product development, and customer service departments in order to deliver both top-quality products and a high-level customer experience.The process begins with measurement. Johnson and Gustafsson walk readers through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create formal custo
Who reads Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System?
It is typically read by working professionals who need an authoritative practice reference.
Common subject areas: medicine, law, business, engineering.
- Author
- Michael D. Johnson, Anders Gustafsson, Johnson, Michael D
- Publisher
- Jossey-Bass, Incorporated Publishers
- Published
- 2000
- Language
- EN
- ISBN
- 9780787953102
- Category
- business
- Subjects
- Business, Management, Economics
- Rating
- 4 / 5 (11 ratings)
- Updated
- 2026-03-14
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