Author: NSM ResearchPublisher:
ISBN:
Category : Deaf
Languages : en
Pages :
Book Description
Information Services Customer Satisfaction Survey
Author: NSM ResearchCustomer Satisfaction Survey Report 1992
Author: Washington (State). Department of Information ServicesPublisher:
ISBN:
Category : Customer services
Languages : en
Pages : 11
Book Description
1997 Customer Satisfaction Survey Report
Author: Lori ThurgoodPublisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
Book Description
Customer Satisfaction Evaluation
Author: Evangelos GrigoroudisPublisher: Springer Science & Business Media
ISBN: 1441916407
Category : Business & Economics
Languages : en
Pages : 319
Book Description
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Customer Experience 3.0
Author: John A. GoodmanPublisher: HarperChristian + ORM
ISBN: 0814433898
Category : Technology & Engineering
Languages : en
Pages : 279
Book Description
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Managing Information Services
Author: Sue RobertsPublisher: Facet Publishing
ISBN: 1856045153
Category : Business & Economics
Languages : en
Pages : 257
Book Description
This sophisticated primer draws together in an accessible form the principles of management as they need to be understood by library and information professionals. Written by a practising library manager and a management academic, the text introduces and applies the latest management concepts to library management practice. Since most libraries are part of a wider organization, their management practice will be influenced by that organizational setting, whether the setting be a university, a local authority or a business. Responding effectively within this organizational context is a key theme that runs through this text. Library management is concerned with managing collections, people, services, resources, information and finance, but managers also need to work beyond the confines of the library. They need to understand and influence their environment, to respond to the power and politics of a situation, to contribute to strategic direction in arenas related to knowledge management, learning and information, and to promote their own careers. The scene is set through the first two chapters, on management and organizations respectively. The first chapter covers the nature of management, management roles and competencies, and reviews the range and scope of library management. The second chapter focuses on the organizational context in which management is performed. The core of the book is a series of chapters in some of the key areas that constitute the management role: people, and their behaviour and management, marketing and user relationships, quality management, finances and resources, environment and context, and strategy and planning. Each chapter is well illustrated with relevant examples, checklists and models. Chapters conclude with a list of further reading, and a list of review topics, which can be used as the basis for revision for study purposes, or as a prompt to encourage reflection on the content of the book, for the professional reader. Key areas covered: management and managing organizations people in organizations human resource management marketing and user relationships quality management finance and resources environment and context strategy and planning. Readership: This book will be a key text for students of library and information management, designed to introduce them to the practice, experience and theoretical principles of library management. In particular it should prepare them for their first posts as library managers, and alert them to the challenges and rewards of management. Practising library managers will also benefit from revisiting some of the topics covered in the book.
Now That You've Had a Home Inspection
Author: Benjamin GromickoPublisher:
ISBN: 9781942813095
Category :
Languages : en
Pages :
Book Description
Analysis of a Customer Satisfaction Survey of the Cancer Information Service
Author: Jo Ann Dewing WardNational Center for Statistics and Analysis Information Services Branch
Author: Judy H. YiPublisher:
ISBN:
Category : Traffic safety
Languages : en
Pages : 32
Book Description
A Handbook
Author: Rebecca Elmore-YalchPublisher: Transportation Research Board
ISBN: 9780309062725
Category : Transportation
Languages : en
Pages : 218
Book Description
Focuses on the status of market research as practiced in transit agencies and identifies major market issues confronting them. The handbook also evaluates market research strategies appropriate for transit and provides guidance to integrate and institutionalize market research into decision-making processes of transit agencies. Finally, it examines some institutional barriers that limit the use of market research.