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Tables of Contents for Improving Customer Satisfaction, Loyalty, and Profit
Chapter/Section Title
Page #
Page Count
Foreword
xi
Preface
xiii
Creating a Customer Measurement and Management System
1
20
Strategy and Planning
21
26
Building the Lens of the Customer
47
22
Building the Quality-Satisfaction-Loyalty Survey
69
30
From Data to Information: Analyzing Quality, Satisfaction, Loyalty, and Profit Data
99
42
From Information to Decisions: Priority Setting and Implementation
141
16
Appendix A Ratorp Tire Company
157
18
Appendix B NACS Customer Satisfaction Survey
175
14
Appendix C Data Analysis in Practice
189
10
Notes
199
8
The Authors
207
2
Index
209