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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: Nigel Hill Publisher: Taylor & Francis ISBN: 1351930052 Category : Business & Economics Languages : en Pages : 161
Book Description
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author: Anne-Marie Nelson Publisher: Jones & Bartlett Learning ISBN: 9780834209220 Category : Medical Languages : en Pages : 378
Book Description
In today's health care environment, having satisfied patients just isn't enough. You're now being judged by payers and compared to other providers and patient satisfaction is a big part of that evaluation. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty explains why understanding and meeting patient expectations is not only nice to know, it's necessary to know! It gives you action steps in all areas of the practice. Through anecdotes and real-life examples from practicing physicians, you'll learn how to develop higher patient satisfaction, more compliant patients, a more productive and committed staff, and practical techniques to increase patient satisfaction in this updated edition.
Author: R.M. McNealy Publisher: Springer Science & Business Media ISBN: 9780412589201 Category : Technology & Engineering Languages : en Pages : 218
Book Description
This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
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: Claes Fornell Publisher: St. Martin's Press ISBN: 0230608620 Category : Business & Economics Languages : en Pages : 272
Book Description
When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.
Author: John G. Belcher Publisher: Amacom Books ISBN: 9780814402962 Category : Business & Economics Languages : en Pages : 264
Book Description
Variable pay systems are widely used as alternatives to traditional compensation programs. Now a recognized expert offers a timely examination of variable pay basics, the latest trends, and creative options. Readers will discover how to: * gain a competitive advantage through variable pay plans * create or redesign a system to meet an organization's particular needs * evaluate traditional plans versus the three types of variable pay plans * organize and prepare a launch team * implement a complete 19-step process The guide's practical slant is enhanced by numerous formulas, examples, and graphs that demonstrate how variable pay can yield impressive gains in productivity." "
Author: Bill Self Publisher: Routledge ISBN: 1136412433 Category : Business & Economics Languages : en Pages : 159
Book Description
For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.
Author: Chris Denove Publisher: Penguin ISBN: 9781591841647 Category : Business & Economics Languages : en Pages : 292
Book Description
The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.
Author: Alejandro-Marcel Schönhoff Publisher: Springer Science & Business ISBN: 3658055596 Category : Business & Economics Languages : en Pages : 297
Book Description
Some scholars propose that the concept of market orientation needs to be extended to encompass a company’s indirect customers too. In an action-oriented perspective, this extended market orientation implies the notion of multistage marketing (MSM). For B‐to‐B settings, MSM entails the expanded consideration of both direct and indirect customers; it also provides the necessary capabilities to implement such a market orientation. In this study, Alejandro-Marcel Schönhoff presents a scenario-based experiment, using limit conjoint analysis, to establish an empirical basis for measuring the potential effects of different MSM types on direct customers’ willingness to pay and other key outcome variables. The results show, among other things, that collaborative MSM exerts a positive effect on willingness to pay, whereas non collaborative MSM has a negative effect on direct customers’ satisfaction and loyalty. Furthermore, the relevance of MSM depends on the direct customers’ market power toward their own customers.
Author: Stephen Walter Brown
Author: Stephen Walter Brown
Author: Nigel Hill
Author: Anne-Marie Nelson
Author: R.M. McNealy
Author: Nigel Hill
Author: Claes Fornell
Author: John G. Belcher
Author: Bill Self
Author: Chris Denove
Author: Alejandro-Marcel Schönhoff