Improving Customer Satisfaction, Loyalty, and Profit by Michael D Johnson

Improving Customer Satisfaction, Loyalty, and Profit by Michael D Johnson

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.

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.

SKU	Unavailable
ISBN 13	9780787953102
ISBN 10	0787953105
Title	Improving Customer Satisfaction, Loyalty, and Profit
Author	Michael D Johnson
Series	J-B-Umbs Series
Condition	Unavailable
Binding Type	Hardback
Publisher	John Wiley & Sons Inc
Year published	2000-10-17
Number of pages	240
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.