This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.7.6.1 Continuous tracking or periodic surveys Customer satisfaction surveys can be periodic or continuous. ... long for evidence that their customer service initiatives are working and it helps to keep the spotlight on customer satisfaction withinanbsp;...
|Author||:||Nigel Hill, Greg Roche, Rachel Allen|
|Publisher||:||The Leadership Factor - 2007|