The customer satisfaction audit: an eight step approach to ensure that your firm stays focused on customer needs to promote real gains
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Axminster, Devon, UK
Cambridge Strategy Publ., CSP
2008
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 107 S. graph. Darst. |
| ISBN: | 9781902433981 |
Internformat
MARC
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| 245 | 1 | 0 | |a The customer satisfaction audit |b an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |c Abram I. Bluestein, Michael Moriarty & Ronald J. Sanderson |
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Datensatz im Suchindex
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| adam_text | Contents
Part 1: The Customer Satisfaction Audit............................................1
Introduction................................................................................................. 3
What to Expect from a Customer Satisfaction Audit.......................................5
The Total Customer Satisfaction Process....................................................... 9
Why Companies Don t Satisfy Their Customers........................................... 11
Requirements of an Effective Customer Service Program.............................. 15
Using the Stages of Excellence Framework...................................................19
Steps in Conducting a Customer Satisfaction Audit...................................... 23
Step 1: Understand Customer Requirements................................................25
Step 2: Analyze Current Capabilities............................................................ 33
Step 3: Assess Competitors Capabilities.......................................................37
Step 4: Identify Gaps................................................................................... 41
Step 5: Identify Options to Gain Strategic Service Advantage........................43
Step 6: Analyze Trade-Offs..........................................................................45
Step 7: Select Service Dimensions................................................................ 47
Step 8: Structure Service Offerings and Set Goals......................................... 51
Summary................................................................................................... 53
Part 2: The Audit Process.............................................................55
Staffing the Audit Team............................................................................... 57
Creating an Audit Project Plan....................................................................59
Laying the Groundwork for the Audit......................................................... 61
Analyzing Audit Results.............................................................................. 63
Sharing Audit Results...................................................................................67
Preparing Effective Audit Reports............................................................... 71
Dealing with Resistance to Recommendations.............................................77
Building an Ongoing Audit Program........................................................... 81
Part 3: Implementing a Customer Satisfaction Audit: Questions and Checklists.. 83
Step 1: Understand Customer Requirements................................................85
Step 2: Analyze Current Capabilities........................................................... 89
Step 3: Assess Competition s Capabilities.....................................................93
Step 4: Identify Gaps.................................................................................. 95
Step 5: Identify Options to Gain Strategy Service Advantage.........................97
Step 6: Analyze Trade-OfFs..........................................................................99
Step 7: Select Service Dimensions............................................................. 101
Step 8: Structure Service Offerings and Set Goals....................................... 105
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| adam_txt |
Contents
Part 1: The Customer Satisfaction Audit.1
Introduction. 3
What to Expect from a Customer Satisfaction Audit.5
The Total Customer Satisfaction Process. 9
Why Companies Don't Satisfy Their Customers. 11
Requirements of an Effective Customer Service Program. 15
Using the Stages of Excellence Framework.19
Steps in Conducting a Customer Satisfaction Audit. 23
Step 1: Understand Customer Requirements.25
Step 2: Analyze Current Capabilities. 33
Step 3: Assess Competitors' Capabilities.37
Step 4: Identify Gaps. 41
Step 5: Identify Options to Gain Strategic Service Advantage.43
Step 6: Analyze Trade-Offs.45
Step 7: Select Service Dimensions. 47
Step 8: Structure Service Offerings and Set Goals. 51
Summary. 53
Part 2: The Audit Process.55
Staffing the Audit Team. 57
Creating an Audit Project Plan.59
Laying the Groundwork for the Audit. 61
Analyzing Audit Results. 63
Sharing Audit Results.67
Preparing Effective Audit Reports. 71
Dealing with Resistance to Recommendations.77
Building an Ongoing Audit Program. 81
Part 3: Implementing a Customer Satisfaction Audit: Questions and Checklists. 83
Step 1: Understand Customer Requirements.85
Step 2: Analyze Current Capabilities. 89
Step 3: Assess Competition's Capabilities.93
Step 4: Identify Gaps. 95
Step 5: Identify Options to Gain Strategy Service Advantage.97
Step 6: Analyze Trade-OfFs.99
Step 7: Select Service Dimensions. 101
Step 8: Structure Service Offerings and Set Goals. 105 |
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| spelling | Bluestein, Abram I. Verfasser aut The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains Abram I. Bluestein, Michael Moriarty & Ronald J. Sanderson 2. ed. Axminster, Devon, UK Cambridge Strategy Publ., CSP 2008 107 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s DE-604 Moriarty, Michael Verfasser (DE-588)137250878 aut Sanderson, Ronald J. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016762326&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bluestein, Abram I. Moriarty, Michael Sanderson, Ronald J. The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
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| title | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |
| title_auth | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |
| title_exact_search | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |
| title_exact_search_txtP | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |
| title_full | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains Abram I. Bluestein, Michael Moriarty & Ronald J. Sanderson |
| title_fullStr | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains Abram I. Bluestein, Michael Moriarty & Ronald J. Sanderson |
| title_full_unstemmed | The customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains Abram I. Bluestein, Michael Moriarty & Ronald J. Sanderson |
| title_short | The customer satisfaction audit |
| title_sort | the customer satisfaction audit an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |
| title_sub | an eight step approach to ensure that your firm stays focused on customer needs to promote real gains |
| topic | Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Verbraucherzufriedenheit |
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