Name: the customer satisfaction audit (en Inglés)
Price: 350055.00 COP
Availability: InStock
Author: Bluestein, Abram I. ; Moriarty, Michael ; Sanderson, Ronald J.
ISBN: 9781902433981

portada the customer satisfaction audit (en Inglés)

Formato

Libro Físico

Autor

Michael Moriarty

Abram I. Bluestein

Ronald J. Sanderson

Editorial

Cambridge Strategy Publications

Año

2008

Idioma

Inglés

N° páginas

112

Encuadernación

Tapa Blanda

Dimensiones

29.7 x 21.0 x 0.6 cm

Peso

0.29 kg.

ISBN

190243398x

ISBN13

9781902433981

Categorías

Técnicas de gestión empresarial
Atención al cliente
Comportamiento organizativo

the customer satisfaction audit (en Inglés)

Michael Moriarty (Autor) · Abram I. Bluestein (Autor) · Ronald J. Sanderson (Autor) · Cambridge Strategy Publications · Tapa Blanda

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Reseña del libro "the customer satisfaction audit (en Inglés)"

The only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans.This audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels. It first explains the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which to implement an effective customer service programme.The audit sets out questions that you will ask at each of these eight stages: Understand customer requirements Analyse current capabilities Assess competitors' capabilities Identify gaps Identify options to gain strategic service advantageAnalyse trade-offsSelect service dimensionsStructure service offerings and set goalsOverall, the audit will help you to: Understand and define customers' needs and requirementsAnalyse your current capabilitiesAssess your competitors' capabilitiesMeasure gaps between your capabilities and your customers' requirementsCompare the options for gaining a strategic service advantageAnalyse costs, benefits, risks and trade-offsDevelop new strategies, prioritise initiatives and apportion resources.