Making customer satisfaction happen: a strategy for delighting customers
Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any...
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London u.a.
Chapman & Hall
1994
|
| Edition: | 1. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Summary: | Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them. |
| Physical Description: | XII, 192 S. Ill., graph. Darst. |
| ISBN: | 0412589206 |
Staff View
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| 520 | 3 | |a Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them. | |
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Record in the Search Index
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|---|---|
| adam_text | Contents
Foreword vii
Introduction ix
1 Getting started 1
2 Customer satisfaction pays 23
3 Customers and our organization: blessing or
burden 61
4 The making customer satisfaction happen model 81
5 Best practices in making customer satisfaction
happen 123
6 An approach to customer satisfaction research 149
Appendix 175
Index 189
|
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| illustrated | Illustrated |
| indexdate | 2024-07-09T17:42:09Z |
| institution | BVB |
| isbn | 0412589206 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006528825 |
| oclc_num | 31773284 |
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| physical | XII, 192 S. Ill., graph. Darst. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
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| publisher | Chapman & Hall |
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| spelling | MacNealy, Roderick M. Verfasser aut Making customer satisfaction happen a strategy for delighting customers Roderick M. McNealy 1. ed. London u.a. Chapman & Hall 1994 XII, 192 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them. Klantgerichtheid gtt Consumer satisfaction Customer services Quality control Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Verbraucherzufriedenheit (DE-588)4129147-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006528825&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | MacNealy, Roderick M. Making customer satisfaction happen a strategy for delighting customers Klantgerichtheid gtt Consumer satisfaction Customer services Quality control Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4129147-5 |
| title | Making customer satisfaction happen a strategy for delighting customers |
| title_auth | Making customer satisfaction happen a strategy for delighting customers |
| title_exact_search | Making customer satisfaction happen a strategy for delighting customers |
| title_full | Making customer satisfaction happen a strategy for delighting customers Roderick M. McNealy |
| title_fullStr | Making customer satisfaction happen a strategy for delighting customers Roderick M. McNealy |
| title_full_unstemmed | Making customer satisfaction happen a strategy for delighting customers Roderick M. McNealy |
| title_short | Making customer satisfaction happen |
| title_sort | making customer satisfaction happen a strategy for delighting customers |
| title_sub | a strategy for delighting customers |
| topic | Klantgerichtheid gtt Consumer satisfaction Customer services Quality control Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Klantgerichtheid Consumer satisfaction Customer services Quality control Kundenmanagement Verbraucherzufriedenheit |
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