Author: Earl Naumann; Kathleen Giel
This best-seller shows you how to implement a customer satisfaction measurement program that permeates every level of your company. The authors show you, step-by-step, how to retrieve and utilize vital customer information. Earl Naumann, author of the ground breaking, Creating Customer Value, has teamed up with Kathleen Giel to show you how to drive the voice of your customer into every corner of your business. Use this book as your definitive resource on how to survive the ever increasing levels of customer expectation, to connect feedback to continuous improvement in your company. You'll not only survive, you'll come out on top with 100% customer retention as your goal.
