Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.Examples of organizations that are rated highly for service and are achieving these types of results are all around us. ... The Honda lawnmower, which we discussed in depth in Making Quality Happen, is another example of a relatively pedestrian product which, through superior ... premium price in a market long dominated by household American names such as John Deere, Toro, Lawnboy, and Sears.
|Title||:||Making Customer Satisfaction Happen|
|Publisher||:||Springer Science & Business Media - 1994-09-30|