Dr. Earl Naumann
Dr. Earl Naumann is an author and consultant, specializing in the strategic implementation of customer value, customer satisfaction measurement and management systems, and increasing customer loyalty. He has helped organizations around the world to become more customer driven through his consulting, seminars, research and workshops. Clients include General Motors Corporation, Hewlett-Packard, Johnson Controls, Lufthansa Airlines, Motorola, Nortel Networks, and British Telecom (BT).
Dr. Naumann's book, Creating Customer Value, was selected by Barnes and Noble as one of the top business books of 1994. He is the co-author of Customer Satisfaction Measurement and Management, which was published in 1995 and recognized as the No. 1 book on the subject. Customer Centered Six Sigma: Linking Customers, Process Improvement, & Financial Results which was published in 2001 and shows how organizations can use customer data to drive process improvement and produce positive financial results. Predicting and Managing Customer Loyalty: Moving Beyond Customer Satisfaction, shows how the discipline has evolved to place a greater emphasis on loyalty behaviors such as retention rates, revenue growth, share of wallet, and profitability.
Price sensitive customers are 3 to 4 times as likely to defect as the average customer. Does your customer satisfaction questionnaire identify price sensitive customers?
Dr. Naumann holds a Ph.D. in marketing from Arizona State University. In addition to his books, he has published over 50 articles in leading academic journals and major conferences.
Dr. Earl Naumann is an author and consultant, specializing in the strategic implementation of customer value, customer satisfaction measurement and management systems, and increasing customer loyalty. He has helped organizations around the world to become more customer driven through his consulting, seminars, research and workshops. Clients include General Motors Corporation, Hewlett-Packard, Johnson Controls, Lufthansa Airlines, Motorola, Nortel Networks, and British Telecom (BT).
Dr. Naumann's book, Creating Customer Value, was selected by Barnes and Noble as one of the top business books of 1994. He is the co-author of Customer Satisfaction Measurement and Management, which was published in 1995 and recognized as the No. 1 book on the subject. Customer Centered Six Sigma: Linking Customers, Process Improvement, & Financial Results which was published in 2001 and shows how organizations can use customer data to drive process improvement and produce positive financial results. Predicting and Managing Customer Loyalty: Moving Beyond Customer Satisfaction, shows how the discipline has evolved to place a greater emphasis on loyalty behaviors such as retention rates, revenue growth, share of wallet, and profitability.
Price sensitive customers are 3 to 4 times as likely to defect as the average customer. Does your customer satisfaction questionnaire identify price sensitive customers?
Dr. Naumann holds a Ph.D. in marketing from Arizona State University. In addition to his books, he has published over 50 articles in leading academic journals and major conferences.