Whether you're a marketing manager, a customer service manager, or anyone involved with -- and affected by -- customer satisfaction, "Know Thy Customer!" should be your first resource to answering the ongoing question of how to monitor the health of the customer relationship in order to deliver better and more consistent service and satisfaction -- to your customers and co-workers throughout your company! The first half of this one-of-a-kind answer book features nine chapters on the fundamental principles of conducting ...
Read More
Whether you're a marketing manager, a customer service manager, or anyone involved with -- and affected by -- customer satisfaction, "Know Thy Customer!" should be your first resource to answering the ongoing question of how to monitor the health of the customer relationship in order to deliver better and more consistent service and satisfaction -- to your customers and co-workers throughout your company! The first half of this one-of-a-kind answer book features nine chapters on the fundamental principles of conducting customer satisfaction research, including: -- Introduction to Customer Service Research -- Need for Customer Research -- Tasks of Customer Research -- Seven Deadly Sins of Customer Research -- Principles of Customer Service Research -- Customer Research Techniques -- Designing Customer Research -- Analyzing Customer Research -- Ten Common Questions Answered The second half of "Know Thy Customer!" provides models and methods for preparing, conducting, analyzing, and reporting the findings for three practical research projects, including Getting to Know Customers -- Group Discussions; The Service Environment -- Shadow Shopping; and Checking Performance -- Customer Report Card. There's even a section on Questionnaires that provides eight different approaches to customer satisfaction surveys.
Read Less
Add this copy of Know Thy Customer! : How to Follow Marketing's First to cart. $41.40, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 1997 by Dartnell Corp.
