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Customer Satisfaction: The Customer Experience Through the Customer's Eyes
by: Nigel Hill, Greg Roche & Rachel Allen

Off The Bookshelf's Price: £27.50

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Third Party New Price: £18.00

Availability: Usually dispatched within 24 hours Binding: Paperback
EAN: 9780955416118
ISBN: 0955416116
Label: Cogent Publishing
Manufacturer: Cogent Publishing
Number Of Pages: 314
Publication Date: August 01, 2007
Publisher: Cogent Publishing
Studio: Cogent Publishing
Sales Rank: 301343

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Customer Reviews

Average Rating: out of 5 stars

Rating:

- The Customer comes first
This book is a must read for all customer managers. It spells out what should be blindingly obvious to all those working to satisfy customers; that a business sinks or swims on how well it treats the people buying the service, using the service or buying the product. Hill et al describes how to really make the customer the centre of all business activity. I throughly recommend this highly readable and useful book both to business managers and students of customer service alike.

Rating:

- customer satisfaction - a must read for evey manager
Public and private sector organisations increasingly understand that meeting or exceeding the requirements of their customers is their most important objective. In the private sector there is an abundance of evidence from Harvard Business School and others that customer satisfaction and loyalty account for the biggest difference between the most and least successful companies in most markets. In the public sector, most organisations are tasked by Government to provide a high quality of service to their customers.

To monitor their success, most organisations conduct customer satisfaction surveys, but many do so very badly, producing inaccurate, even misleading information that is totally unsuitable for decision making or for monitoring ... Read More:

Books : Customer Satisfaction: The Customer Experience Through the Customer's Eyes