Measuring and Managing Customer Satisfaction: Going for the Gold

By Sheila Kessler

Customer service is what makes or breaks a company in today's marketplace. Managers need to hire the right people, give them the right systems, and train them to attend to customers and recognize... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0873893646
• ISBN13: 9780873893640
• Release Date: July 1996
• Publisher: Asq Pr
• Length: 170 Pages
• Weight: 1.32 lbs.
• Dimensions: 9.5" x 1.0" x 6.3"

Customer Reviews

Measuring and Managing Customer Satisfaction

This book is what its title says: it is for companies that are ready to go for the gold, the profitabilty associated with satisfied customers who tell others and buy again and again. It is a complete, wholistic approach to customer satisfaction that knocked my socks off. Of course,you will ask customers about their satisfaction. What Sheila Kessler adds to this formula is that you have to have a large radar screen to get the information that will make a difference. Have you talked with customers who have left? Do you know that if you do, they may return? What systems do you have for picking up customer compliments and complaints? Do you act vigorously to let your customers know they have been heard? Do you know how much this approach can affect your bottom line? The book is very user friendly. Easy to read and easy to use. Sheila Kessler shares a wealth of data from the studies she has reviewed. What has worked for others? What does not work? What is most important? She gives examples of approaches that others have found useful.But, for me, what was most important was that she takes a wholistic view at what it means to measure and manage customer satisfaction. Want to turn around your employees so they spend more time focusing on customers and less time protecting their own turf? Use this book as a tool and follow it step by step with your employees, Decide what works for your company and then implement it.You will have a lot of loyal customers thanking you for the opportunity to do more business with you.