The Little Book of Big Customer Satisfaction Measurement
- Ajit Rao - Executive Director and Global Leader of Customer Experience, Nielsen Company
- Subhash Chandra - Director-Client Services, Nielsen Company, India
This book works in that direction by explaining the principles of customer satisfaction in a brief yet powerful manner. It will help the readers build relevant and actionable customer satisfaction programs for their organization.
The book begins by going over the concepts of customer satisfaction measurement. It then dwells on the various kinds of tools available to organizations to capture customer satisfaction. Further, the book also deals with two major aspects with which many organizations are trying to come to grips: (a) How do we align/link brand research with customer satisfaction research? (b) How do we connect survey research with internal databases to generate great insights for organizations? The book also discusses how the entire data from such programs can be made very actionable using simple techniques.
The principles and ideas mentioned in this book come from the authors' combined experience of nearly 40 years of working with clients in a variety of sectors and industries.
This book stands out as it explains the subject of customer satisfaction in the most simple way. This book can be adopted by practitioners as a toolkit to create increased shareholder value and profits for all the stakeholders involved. Hence, this is a practical handbook for all marketing professionals and CEOs…The book follows an easy and conversational style that makes it a suitable…[and] a must read for anybody who is in the customer service, research, relationship management, customer engagement and marketing domain.
The book provides good understanding of customer satisfaction concepts, and I believe that it has accomplished its objective.
The authors build a compelling case to look at customer satisfaction in a holistic manner and linking it to business success.
Read at leisure, move to the next chapter only after you have considered how you can implement what you have read in your business.