Listening to the voice of the customer : 16 steps to a successful customer satisfaction measurement program

Listening to the Voice of the Customer is the only how-to manual which takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program.Listening to the Voice of the Customer will show you how to develop your own customer satisfaction measurement program. You'll get actionable information which will help your organization become truly customer-focused.Throughout the book you will find very specific tips and advice based on the author's experience developing and implementing customer satisfaction measurement programs.Whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.