The little book of big customer satisfaction measurement / Ajit Rao, Subhash Chandra.
Material type:
- 9788132109785 (pbk. : alk. paper)
- 658.812 23 40435
- HF5415.335 .R36 2012
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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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