A leading expert redefines customer service for the twenty-first century

Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an ...

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction.

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.

In today's Internet-driven world, even a single disgruntled customer can broadcast his complaint to millions.

"Excellence in customer service results in long-term success," says Byrd Baggett.

From Consumer Satisfaction in Medical Practice, you will be able to give customers the medical services they want with the help of proven methods and suggestions which include: remembering that office budgets, profits for practitioners, and ...

" Any front-line employee can read it and "do it." 3. Customer Loyalty is the measure of your present and future success. 3.5 Your competition may already own this book. How much is this book worth? How much is one customer worth?

Schmitt shows marketers, brand managers, and entrepreneurs how to design an authentic and successful campaign that will reach, grow, and sustain a devoted base of customers.

This new edition of How to Measure Customer Satisfaction 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 ...