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The customer loyalty audit

By: Material type: TextTextSeries: Portfolio of Marketing AuditsPublication details: Cambridge Cambridge Strategy Publications Ltd Description: 139 pISBN:
  • 1902433785
Subject(s): DDC classification:
  • 658.812
Summary: "In an age where customer satisfaction is no longer good enough, your organization must take steps to build absolute customer loyalty. Do you have a CCO (Chief Customer Officer) as well as a CEO and a CFO? If not, should you have one? As customer loyalty becomes the Holy Grail for any successful business, this audit lets you ask: ""How loyal are our customers?"" and much more important ""How well-equipped are we to win and maintain customer loyalty?"" After a persuasive briefing on managing the transition from customer satisfaction to customer loyalty, this audit sets out a 7-Step Roadmap: Top Management Commitment and Involvement; Establishing a Base Line - Internal Benchmarking; Determining Customer Requirements; Assessing the Capabilities of Competition; Measuring Customer Satisfaction and Customer Loyalty; Analyzing Customer and Competitive Feedback; Continuous Improvement. Each step includes a ready-made audit questionnaire and rating form that you can run right away - giving you more than 130 questions to help you see right inside your processes and procedures for establishing and maintaining customer loyalty."
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Item type Current library Item location Shelving location Call number Status Date due Barcode
Books Vikram Sarabhai Library Rack 39-B / Slot 2261 (2nd Floor, East Wing) General Stacks 658.812 B4C8 (Browse shelf(Opens below)) Available 163357

"In an age where customer satisfaction is no longer good enough, your organization must take steps to build absolute customer loyalty. Do you have a CCO (Chief Customer Officer) as well as a CEO and a CFO? If not, should you have one? As customer loyalty becomes the Holy Grail for any successful business, this audit lets you ask: ""How loyal are our customers?"" and much more important ""How well-equipped are we to win and maintain customer loyalty?"" After a persuasive briefing on managing the transition from customer satisfaction to customer loyalty, this audit sets out a 7-Step Roadmap: Top Management Commitment and Involvement; Establishing a Base Line - Internal Benchmarking; Determining Customer Requirements; Assessing the Capabilities of Competition; Measuring Customer Satisfaction and Customer Loyalty; Analyzing Customer and Competitive Feedback; Continuous Improvement. Each step includes a ready-made audit questionnaire and rating form that you can run right away - giving you more than 130 questions to help you see right inside your processes and procedures for establishing and maintaining customer loyalty."

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