Customer Satisfaction: Tools, Techniques and Formulas for Success [Paperback]

Craig Cochran (Author)

Book Description

ISBN-10: 0971323143 | ISBN-13: 978-0971323148 | Publication Date: January 24, 2003

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.

Editorial Reviews

About the Author

Craig Cochran is a project manager with the Center for International Standards & Quality (CISQ), which is part of Georgia Tech's Economic Development Institute. He has an MBA from the University of Tennessee and a bachelor's degree in industrial management from the Georgia Institute of Technology. Cochran is a Certified Quality Manager, Certified Quality Engineer, and Certified Quality Auditor through the American Society for Quality. He is certified as a QMS Lead Auditor through the Registrar Accreditation Board. He lives in Kennesaw, Georgia, with his wife, Muriel, and their two children, Brynn and Cullen.

Product Details

• Paperback: 108 pages
• Publisher: Paton Pr (January 24, 2003)
• Language: English
• ISBN-10: 0971323143
• ISBN-13: 978-0971323148
• Product Dimensions: 9 x 7.3 x 0.4 inches
• Shipping Weight: 7.2 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #1,378,289 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

7 of 7 people found the following review helpful:

5.0 out of 5 stars Definitely worth getting, April 29, 2003

By 

SCmgr81 (Winston-Salem, NC) - See all my reviews

This review is from: Customer Satisfaction: Tools, Techniques and Formulas for Success (Paperback)

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 people found the following review helpful:

5.0 out of 5 stars A very practical guide to improving customer satisfaction, February 8, 2003

By 

P. Nelder (Atlanta, GA) - See all my reviews

This review is from: Customer Satisfaction: Tools, Techniques and Formulas for Success (Paperback)

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 people found the following review helpful:

5.0 out of 5 stars Will rapidly translate to an improved bottom line, July 17, 2004

By 

Midwest Book Review (Oregon, WI USA) - See all my reviews

This review is from: Customer Satisfaction: Tools, Techniques and Formulas for Success (Paperback)

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.