Items
Details
Table of Contents
Creating a customer measurement and management system
Strategy and planning
Building the lens of the customer
Building the quality-satisfaction-loyalty survey
From data to information : analyzing quality, satisfaction, loyalty, and profit data
From information to decisions : priority setting and implementation.
Strategy and planning
Building the lens of the customer
Building the quality-satisfaction-loyalty survey
From data to information : analyzing quality, satisfaction, loyalty, and profit data
From information to decisions : priority setting and implementation.