Improving Customer Satisfaction Loyalty And Profit An Integrated Measurement And Management System
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Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System
Author: Michael Johnson & Andres Gustafsson
language: en
Publisher: John Wiley & Sons
Release Date: 2006-09
Customer Satisfaction
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.