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Customer Satisfaction: The customer experience through the customer's eyes Paperback – September 1, 2007
The Amazon Book Review
Author interviews, book reviews, editors picks, and more. Read it now
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book s pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended. --Scott Davidson, Research Manager, Tesco Personal Finance
I really enjoyed reading Customer Satisfaction. It was a good mix of academia, insights and case studies this really carried the subject matter along and made it engaging. I would recommend it to managers looking at devising or revising a customer satisfaction strategy. --Mark Adams, Head of Service Experience, Virgin Mobile
Customer Satisfaction makes the case for monitoring and improving customer satisfaction in easy-to-read concise language, uncovering new insights and debunking a few popular myths in the process. It includes thought-provoking examples, comprehensible tables, graphs and diagrams, and engaging narrative synthesised from leading academic research in the area and the authors considerable experience. It will prove an invaluable tool for anyone tasked with improving customer satisfaction in their organisation whatever their level of knowledge or experience. --Quintin Hunte, Customer Experience Manager, Fiat Auto UK
About the Author
The authors work for The Leadership Factor, the UK s leading specialist in customer satisfaction measurement and are involved on a daily basis in managing customer satisfaction surveys for many blue chip companies. The Leadership Factor conducts around 500 customer satisfaction surveys each year and has offices in the USA, Australia, France, Spain and Portugal as well as the UK.
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