July 2005
Intermediate to advanced
272 pages
7h 45m
English
Content preview from Researching Customer Satisfaction and Loyalty
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01Introduction to customer satisfaction and loyalty
What are customer satisfaction and customer loyalty? Why are companies and other organizations so interested in them? Are there simple solutions to these questions, as some consultants suggest? How do employees contribute to customer satisfaction and loyalty? These are some of the questions this chapter explores in order to provide a context for the chapters that follow.
What concerns me is not the way things are, but rather the way people think things are.
Epictetus, Greek philosopher
This book is about how to research customer satisfaction and loyalty. It looks at what is involved from three different angles. The first is from the view of an organization wishing to understand, and measure, ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.