April 2011
Intermediate to advanced
225 pages
6h 12m
English
Content preview from Your Customers' Perception of Quality
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Metrics at Prove the Worth of the Initiatives • 131
QUANTIFYING CUSTOMERS’ PERCEPTION OF QUALITY
Companies are faced with increasingly intense competition in most mar-
ketplaces, and the cost associated with acquiring each customer seems to
go higher and higher. With these two factors as givens, customer loyalty
becomes crucial. A study by Gartner on “How to Approach Customer
Experience Management” found that organizations with loyal customers
had prots up to 60 percent higher than those of competitors and were
twice as likely to exceed the forecasts of nancial analysts.
*
Higher cus-
tomer satisfaction scores also consistently show a correlation ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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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.