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Customer Satisfaction: Tools, Techniques and Formulas for Success

Customer Satisfaction: Tools, Techniques and Formulas for Success

(3 customer reviews)

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Description:

Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened.
The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition.

Product Details:

Author:	Craig Cochran
Paperback:	108 pages
Publisher:	Paton Pr
Publication Date:	January 24, 2003
Language:	English
ISBN:	0971323143
Package Length:	9.0 inches
Package Width:	7.3 inches
Package Height:	0.4 inches
Package Weight:	0.45 pounds
Average Customer Rating:	based on 3 reviews

Customer Reviews:

Average Customer Review: 5.0

( 3 customer reviews )
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Most Helpful Customer Reviews

7 of 7 found the following review helpful:

Definitely worth getting Apr 30, 2003
By SCmgr81
There were three things I really liked about this book: 1) Every page had something of value on it. There's no filler. I never found myself turning a page and asking, `what the heck did I just read?' 2) The customer satisfaction concepts were presented in the most simple manner possible. Anybody at any level of a company can understand and use the book. Right now, my V.P. of Operations and one of my 18 year old co-op students are reading it, and they're both getting some good ideas. 3) The book includes a wide range of tools, along with instructions on how to use and how not to use each one.

In summary, this is a good, practical book you can start using before you're even done reading it.

6 of 6 found the following review helpful:

A very practical guide to improving customer satisfaction Feb 08, 2003
By P. Nelder
If you're looking for a bunch of heavy, theoretical philosophizing on customer satisfaction, then you'll hate this book. If you're looking for practical, common-sense methods for understanding what customers think and doing something about it, then you'll love it. I found this book to be the most clear and concise guide yet for actually doing something to improve customer satisfaction. My company has already begun using two of the methods, with very good results. Highly recommended.

2 of 2 found the following review helpful:

Will rapidly translate to an improved bottom line Jul 17, 2004
By Midwest Book Review
Strongly recommended reading, Customer Satisfaction: Tools, Techniques, And Formulas For Success by Craig Cochran (Project Manager, Center for International Standards & Quality, Georgia Tech Economic Development Institute) is a slim, 93-page compilation of observations, advice, and techniques for proactively gauging customer perceptions and then aggressively acting on the findings thereby acquiring a competitive advantage in today crowded and rapidly evolving markets. Tools and specific instructions are laid out in a thoroughly "user friendly" manner and range from the very basic to the rather sophisticated. Informed and informative, Customer Satisfaction is one of those easily assimilated compilations that will rapidly translate to an improved bottom line regardless of the nature of a businesses products or services.