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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System

ISBN: 978-0-7879-5310-2
Hardcover
240 pages
August 2000, Jossey-Bass
List Price: US $50.00
Government Price: US $25.50
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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System (0787953105) cover image
This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.

1. Creating a Customer Measurement and Management System

2. Strategy and Planning

3. Building the Lens of the Customer

4. Building the Quality-Satisfaction-Loyalty Survey

5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data

6. From Information to Decisions: Priority Setting and Implementation
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