The little book of big customer satisfaction measurement / Ajit Rao and Subhash Chandra.
Material type:
TextPublisher: Thousand Oaks : SAGE Publications India Pvt. Ltd, 2012Description: xvi, 164pISBN: 9788132109785 (pbk. : alk. paper)Subject(s): Consumer satisfactionDDC classification: 658.812
Contents:
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
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SOBD Library Gifted Books | 658.812 RAO-L1 (Browse shelf(Opens below)) | 1 | Available | SD0874 |
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Includes bibliographical references (pages 161-162).
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
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