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The Handbook of Customer Satisfaction and Loyalty Measurement By Nigel Hill, Jim Alexander
Ebook Download The Handbook of Customer Satisfaction and Loyalty Measurement By Nigel Hill, Jim Alexander
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- Sales Rank: #6295347 in Books
- Published on: 2006-10-28
- Original language: English
- Number of items: 1
- Dimensions: 9.75" h x 7.25" w x 1.00" l, 1.10 pounds
- Binding: Hardcover
- 288 pages
Review
Reviews of the previous editions: '... if you can't tell your PFIs from your PIMs then this is the tome to put you straight.' Loyalty Magazine 'A pragmatic tour-de-force. A comprehensive "how-to" guide to customer satisfaction and loyalty measurement. Clearly written. Easy to follow. In all, a book that sets itself an objective in Chapter 1 - to "explain how to carry out professional customer surveys...on which you can base important management decisions" - and then hammers on to fulfil its brief comprehensively.' The Institute of Direct Marketing Website
About the Author
Nigel Hill has been involved in measuring customer satisfaction for 20 years, forming the Leadership Factor to specialize in the discipline in 1996. He has written extensively and spoken at conferences around the world on the subject and manages customer satisfaction projects for many leading companies. Jim Alexander has over 30 years' experience in using management information and market research for decision making. This includes commissioning market research and customer satisfaction studies for HP Bulmer, Volvo and Mercedes Benz and Rolls Royce. Jim now manages customer and employee satisfaction surveys for many of The Leadership Factor's major clients.
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