Customer Surveying

Author : Frederick C. Van Bennekom
Publisher : Customer Service Press
ISBN 13 : 9780971340602
Total Pages : 260 pages
Book Rating : 4.09/5 ( download)

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Download or read book Customer Surveying written by Frederick C. Van Bennekom and published by Customer Service Press. This book was released on 2002 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 1591845815
Total Pages : 258 pages
Book Rating : 4.12/5 ( download)

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Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Author : Lori Thurgood
Publisher :
ISBN 13 :
Total Pages : 124 pages
Book Rating : 4.37/5 ( download)

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Download or read book 1997 Customer Satisfaction Survey Report written by Lori Thurgood and published by . This book was released on 1999 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Teri Fulton
Publisher :
ISBN 13 :
Total Pages : 220 pages
Book Rating : 4.80/5 ( download)

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Download or read book WisDOT Customer Satisfaction Survey Results written by Teri Fulton and published by . This book was released on 2004 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : United States. Office of Personnel Management
Publisher :
ISBN 13 :
Total Pages : 20 pages
Book Rating : 4.57/5 ( download)

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Download or read book 2010 Customer Satisfaction Survey written by United States. Office of Personnel Management and published by . This book was released on 2010 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Chris Tatham
Publisher :
ISBN 13 :
Total Pages : 792 pages
Book Rating : 4.18/5 ( download)

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Download or read book WisDOT 2012 Statewide Customer Satisfaction Survey written by Chris Tatham and published by . This book was released on 2013 with total page 792 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : David G. COTTS PE, CFM
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814413811
Total Pages : 677 pages
Book Rating : 4.14/5 ( download)

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Download or read book The Facility Management Handbook written by David G. COTTS PE, CFM and published by AMACOM Div American Mgmt Assn. This book was released on 2009-07-22 with total page 677 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on best practices and proven research, The Facility Management Handbook has long been the go-to resource for professionals in the field. Extensively updated for the realities of today’s workplace, the third edition provides readers with the tools and guidance they need to wipe out inefficiency and create a productive facility that integrates people, place, and process. Covering a broad range of topics from space planning and maintenance to benchmarking and outsourcing, readers will gain practical insight into how they can: • design, construct and maintain facilities using sustainable practices • provide a safe, attractive work environment that supports productivity • ensure that facility plans match organizational needs • plan and control capital expenditures • address critical security and emergency preparedness issues Complete with case studies and indispensable information on sustainability and post-9/11 security concerns, this is still the ultimate resource for facility managers.

Author : Étienne Garbugli
Publisher : Étienne Garbugli
ISBN 13 : 1778074006
Total Pages : 225 pages
Book Rating : 4.04/5 ( download)

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Download or read book Lean B2B written by Étienne Garbugli and published by Étienne Garbugli. This book was released on 2022-03-22 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get from Idea to Product/Market Fit in B2B. The world has changed. Nowadays, there are more companies building B2B products than there’s ever been. Products are entering organizations top-down, middle-out, and bottom-up. Teams and managers control their budgets. Buyers have become savvier and more impatient. The case for the value of new innovations no longer needs to be made. Technology products get hired, and fired faster than ever before. The challenges have moved from building and validating products to gaining adoption in increasingly crowded and fragmented markets. This, requires a new playbook. The second edition of Lean B2B is the result of years of research into B2B entrepreneurship. It builds off the unique Lean B2B Methodology, which has already helped thousands of entrepreneurs and innovators around the world build successful businesses. In this new edition, you’ll learn: - Why companies seek out new products, and why they agree to buy from unproven vendors like startups - How to find early adopters, establish your credibility, and convince business stakeholders to work with you - What type of opportunities can increase the likelihood of building a product that finds adoption in businesses - How to learn from stakeholders, identify a great opportunity, and create a compelling value proposition - How to get initial validation, create a minimum viable product, and iterate until you're able to find product/market fit This second edition of Lean B2B will show you how to build the products that businesses need, want, buy, and adopt.

Author :
Publisher :
ISBN 13 :
Total Pages : 134 pages
Book Rating : 4.00/5 ( download)

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Download or read book Patent and Trademark Depository Library Program 2002 Customer Satisfaction Survey written by and published by . This book was released on 2003 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Benjamin Gromicko
Publisher :
ISBN 13 : 9781942813095
Total Pages : pages
Book Rating : 4.90/5 ( download)

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Download or read book Now That You've Had a Home Inspection written by Benjamin Gromicko and published by . This book was released on 2015-09-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: