| Improve Customer Satisfaction in a Structural Way Contributor(s): Wu, Jie (Author) |
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ISBN: 3639209281 ISBN-13: 9783639209280 Publisher: VDM Verlag OUR PRICE: $50.27 Product Type: Paperback Published: December 2009 |
| Additional Information |
| BISAC Categories: - Business & Economics | Marketing - General |
| Physical Information: 0.24" H x 6" W x 9" (0.35 lbs) 100 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: Business excellence is all about enabling the organization to give the customer what he wants when he wants it, everywhere, every time, but profitably. Customer service intelligence is supporting this business to transform the company into more efficient and effective regarding all areas of operational and process intelligence on the way to "Most Highly Regarded Service Company". These challenges are ahead of the service company. Based on extensive research and rich with vivid example of T-Mobile Netherlands, this book helps company identify the true customer needs and what the customer really values, putting the right measures behind it, and executing against these measures in excellence. It also makes management aware of the complexity of measuring customer satisfaction and tremendous impact due to the key performance indicators. This leads to an introduction of a brand new performance planning tool that is very likely to benefit mobile phone companies in after-sales activities, or any corporation that may be considering engaging the customer experience in a continuous-improvement process for marketing efforts. |
