HOW TO MEASURE CUSTOMER SATISFACTION (SECOND EDITION)
Book ID/图书代码： 00870011B44313
English Summary/英文概要： Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction.
Chinese Summary/中文概要： 顾客满意度和忠诚度是测试企业市场表现的关键砝码，满意带来忠诚，忠诚可以成就卓越的市场表现。此新版本通过设计和实施一个CSM的调查体系，强调调查时的经常性失误，并解释CSM体系为何能够保证调查结果的准确性和可靠性以及获得此调查方案的途径，同时还附有顾客满意的市场经营案例。(兼职翻译-FSF)
Awards/获奖情况：棒极了...是实行满意度调查非常好的实践指南，行之有效且通俗易懂！ --《专业营销》（Professional Marketing）1999年7月
About the Author/作者介绍： 耐杰.希尔是一家专门从事顾客满意度调查公司--The Leadership Factor有限公司--的董事。他著有《顾客满意度评估手册》（The Handbook of Customer Satisfaction Measurement）一书，与很多其他此类书籍一样由 Gower出版社出版。
约翰.布莱尔利是The Leadership Factor有限公司的首席顾问，对CSM体系有深入研究和丰富的实践经验。在转入研究领域之前曾担任电子行业生产经理和总经理，并在服务行业任商务部经理。
罗布.麦克杜格尔任The Leadership Factor有限公司董事。有长达16年的消费品行业、酒店及工业市场方面的经验，主要职责包括营销战略、市场调研、顾客满意度评估和市场推广。
Nigel Hill is founding Director of The Leadership Factor Ltd, a company which specializes in customer satisfaction measurement. He is author of The Handbook of Customer Satisfaction Measurement, also published by Gower, as well as many articles on the subject.
John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM. Before moving into research he held the positions of production manager and general manager in the electronics industry, and commercial manager in the service sector.
Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has 16 years’ experience across the consumer goods, hospitality and industrial market sectors. His responsibilities have included marketing strategy, market research, customer satisfaction measurement and advertising.
Format:TRADE PAPERBACK
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