Customer

Customer Satisfaction Measurement and Management: using the voice of the customer

By - Drum, William O.
Floor - Floor 2
Published - Thomson Executive Press, Cincinnati, Ohio, ©1998
ISBN 10 - 0538844396
ISBN 13 - 9780538844390
Book Status - 15 Qnty Available with us.
Subject - Consumer satisfaction Evaluation
Shelf No - 17
Call Number - 658.812 DRU
Physical Description - xix, 457 pages : illustrations ; 24 cm + 1 computer disc (3 1/2 in.)
Notes - includes index
Book Information
This is the definitive resource on how to survive the ever-increasing levels of customer expectation and make the voice of your customer your biggest ally. Learn how to implement a customer satisfaction measurement and management program that permeates every level of your company, for becoming truly customer driven is essential for survival in the 21st century.

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