Customer retention : an integrated process for keeping your best customers /
What are you doing to build customer retention for your company? Customers have specific needs and priorities. While satisfaction provides an initial focus for companies pursuing a quality initiative, customer retention represents a dramatically more cost-effective, profitable, and quality-centered...
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| Format: | Book |
| Language: | English |
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Milwaukee, Wis. :
ASQC Quality Press,
[1995]
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Table of Contents:
- 1. The Myth of Customer Satisfaction
- 2. Customer Satisfaction vs. Customer Retention
- 3. The Six Failures and Five Cures of Customer Product and Service Performance Measurement
- 4. Evaluating Latent and Registered Complaints
- 5. Identifying Customer Needs, Expectations, and Problems and Gauging Their Impact
- 6. Customer-Provider Gaps
- 7. What Is the Competition Doing?
- 8. Planning for Research, Developing Research Instruments, and Meaningfully Reporting Customer Service Research Results
- 9. Customer Retention Modeling
- 10. Effectively Deploying Customer Data Throughout the Organization
- 11. Kaizen and the Japanese Approach to Customer Retention: Lessons for U.S. Business
- 12. Customer Retention and Its Role in Total Quality and the Continuous Improvement Process.