Improving Customer Satisfaction, Loyalty, and Profit An Integrated Measurement and Management System

by Johnson, Matthew D.; Gustafsson, Anders

• ISBN13: 9780787953102
• ISBN10: 0787953105
• Edition: 1st
• Format: Hardcover
• Copyright: 2000-08-01
• Publisher: Jossey-Bass

Summary

A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Author Biography

MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has consulted with Volvo and other companies and is the author of two books on customer satisfaction.

Table of Contents

Foreword	xi
Preface	xiii
Creating a Customer Measurement and Management System	1	(20)
Strategy and Planning	21	(26)
Building the Lens of the Customer	47	(22)
Building the Quality-Satisfaction-Loyalty Survey	69	(30)
From Data to Information: Analyzing Quality, Satisfaction, Loyalty, and Profit Data	99	(42)
From Information to Decisions: Priority Setting and Implementation	141	(16)
Appendix A Ratorp Tire Company	157	(18)
Appendix B NACS Customer Satisfaction Survey	175	(14)
Appendix C Data Analysis in Practice	189	(10)
Notes	199	(8)
The Authors	207	(2)
Index	209