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Author: Stephen Walter Brown Publisher: Jones & Bartlett Learning ISBN: 9780834203945 Category : Medical Languages : en Pages : 440
Book Description
Patient Satisfaction Pays shows you how to strengthen your practice in the areas by which patients measure quality service. Find a treasury of practical techniques to increase patient satisfaction in this unique handbook.
Author: Stephen Walter Brown Publisher: Jones & Bartlett Learning ISBN: 9780834203945 Category : Medical Languages : en Pages : 440
Book Description
Patient Satisfaction Pays shows you how to strengthen your practice in the areas by which patients measure quality service. Find a treasury of practical techniques to increase patient satisfaction in this unique handbook.
Author: Chris Denove Publisher: Penguin ISBN: 1101216328 Category : Business & Economics Languages : en Pages : 292
Book Description
For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Author: Nigel Hill Publisher: The Leadership Factor ISBN: 0955416116 Category : Consumer satisfaction Languages : en Pages : 322
Book Description
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Author: Eric Lee Harvey Publisher: The Walk The Talk Company ISBN: 9781885228345 Category : Consumer satisfaction Languages : en Pages : 60
Book Description
180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
Author: Matthew Dixon Publisher: Penguin ISBN: 1591845815 Category : Business & Economics Languages : en Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Anthony Friedmann Publisher: Taylor & Francis ISBN: 1136028013 Category : Performing Arts Languages : en Pages : 409
Book Description
Writing for Visual Media looks at the fundamental problems a writer faces in learning to create content for media that is to be seen rather than read. It takes you from basic concepts to practice through a seven-step method that helps you identify a communications problem, think it through, and find a resolution before beginning to write. Through successive exercises, Writing for Visual Media helps you acquire the basic skills and confidence you need to write effective films, corporate and training videos, documentaries, web sites, PSAs, TV shows, nonlinear media, and other types of visual narratives. You'll explore your visual imagination and try out your powers of invention. The companion web site enriches the content of the printed book with video, audio, and sample scripts. It includes scripts and the video produced from them; visual demonstrations of concepts; and an interactive, illustrated glossary of terms and concepts. Please visit www.focalpress.com/cw/friedmann-9780240812359 click on the Interactive Content tab, and follow the registration instructions.
Author: Stephen Walter Brown
Author: Stephen Walter Brown
Author: Carin A. Smith
Author: Chris Denove
Author: Nigel Hill
Author: Christian Homburg
Author: Timothy Michael Gardner
Author: Mary Glatus Nash
Author: Eric Lee Harvey
Author: Matthew Dixon
Author: Anthony Friedmann