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Book Categories |
| List of Exhibits | ||
| Ch. 1 | The New Customer Imperative | |
| The Unraveling of Tradition | 2 | |
| What's the Answer? | 3 | |
| Big Prizes Await! | 5 | |
| Service Is Not Satisfaction | 7 | |
| Start Now | 8 | |
| Ch. 2 | The Ingredients of Customer Satisfaction | 18 |
| Customer Expectations | 19 | |
| Quality | 29 | |
| Customer Preferences | 38 | |
| Ch. 3 | Listening to Customers and Employees | 47 |
| Power Listening: You Can't Afford Not to Listen | 48 | |
| The Customer Satisfaction Scoring System | 65 | |
| Ch. 4 | Benchmarking for Competitive Advantage | 70 |
| The Benchmarking Process | 72 | |
| Low-Profile Benchmarking without Permission | 82 | |
| Ch. 5 | Designing World-Class Customer Satisfaction | 86 |
| Redesigning Processes | 87 | |
| Employee Management - Finding Best Solutions | 94 | |
| The Issues | 97 | |
| World-Class Solutions | 122 | |
| Ch. 6 | Retention Marketing | 127 |
| Loyalty Programs | 130 | |
| Complaint Management | 143 | |
| Service and Satisfaction Guarantees | 149 | |
| Ch. 7 | Trends | 159 |
| Customer-Driven Technology | 160 | |
| The International Customer | 167 | |
| The Future - Rising Productivity and Expectations | 173 | |
| Ch. 8 | Delivering World-Class Performance | 177 |
| The World-Class Customer Satisfaction Program | 180 | |
| Index | 221 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Eugene Jarecki
reviewed World-Class Customer Satisfaction on March 24, 2019
World-Class Customer Satisfaction
Excellent coverage of almost all common fixed income instruments. The chapters are logically organized and contain a good mix of theoretical and practical knowledge. Although it might have been useful to include more mathematics. I actually have the 8th edition of this book.
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Add World-Class Customer Satisfaction, The ability to continually increase customer satisfaction is a condition for survival in today's business environment. This book gives you the latest hard-hitting ideas and innovative methods to help you meet this challenge. In a concise and entertaining , World-Class Customer Satisfaction to the inventory that you are selling on WonderClubX
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Add World-Class Customer Satisfaction, The ability to continually increase customer satisfaction is a condition for survival in today's business environment. This book gives you the latest hard-hitting ideas and innovative methods to help you meet this challenge. In a concise and entertaining , World-Class Customer Satisfaction to your collection on WonderClub |