Business & Economics Books:

The Customer Satisfaction Audit

Click to share your rating 0 ratings (0.0/5.0 average) Thanks for your vote!

Format:

Paperback / softback
$152.99
RRP:
$231.00 save $78.01
Available from supplier

The item is brand new and in-stock with one of our preferred suppliers. The item will ship from a Mighty Ape warehouse within the timeframe shown.

Usually ships in 2-3 weeks

Buy Now, Pay Later with:

4 payments of $38.25 with Afterpay Learn more

Availability

Delivering to:

Estimated arrival:

  • Around 8-20 May using International Courier

Description

An 8-step audit to ensure that your organisation stays focused on customer needs The only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans. This audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels. It first explains the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which to implement an effective customer service programme. The audit sets out questions that you will ask at each of these eight stages: Understand customer requirements Analyse current capabilities Assess competitors' capabilities Identify gaps Identify options to gain strategic service advantage Analyse trade-offs Select service dimensions Structure service offerings and set goals Overall, the audit will help you to: Understand and define customers' needs and requirements Analyse your current capabilities Assess your competitors' capabilities Measure gaps between your capabilities and your customers' requirements Compare the options for gaining a strategic service advantage Analyse costs, benefits, risks and trade-offs Develop new strategies, prioritise initiatives and apportion resources.
Release date Australia
July 4th, 2008
Audience
  • General (US: Trade)
Country of Publication
United Kingdom
Illustrations
Illustrations, black and white
Imprint
Cambridge Strategy Publications Ltd
Pages
112
Publisher
Triarchy Press
Dimensions
210x297x6
ISBN-13
9781902433981
Product ID
11299876

Customer reviews

Nobody has reviewed this product yet. You could be the first!

Write a Review

Marketplace listings

There are no Marketplace listings available for this product currently.
Already own it? Create a free listing and pay just 9% commission when it sells!

Sell Yours Here

Help & options

Filed under...