Earl Naumann and Matt Naumann teamed up to write this book on the art of customer loyalty research. Over the past ten years the leading edge of customer research has evolved to place a greater emphasis on customer loyalty. This requires that a fundamentally different set of issues be examined in loyalty research. For example, a price sensitive customer is 3 to 4 times as likely to defect as the average customer. Very few customer satisfaction programs measure price sensitivity. This is an important aspect of customer loyalty.
Customer Centered Six Sigma:
Linking Customers, Process Improvement, and Financial Results
isbn: 0-87389-490-1
Customer Centered Six Sigma was published by ASQ Quality Press in 2001. This book shows clearly how customers can drive a firm‘s Six Sigma quality improvement efforts. This book defines and illustrates the entire process so that the ideas may be implemented by any organization. It shows how to use customer feedback to drive any type of process improvement.
Linking Customers, Process Improvement, and Financial Results
isbn: 0-87389-490-1
Customer Centered Six Sigma was published by ASQ Quality Press in 2001. This book shows clearly how customers can drive a firm‘s Six Sigma quality improvement efforts. This book defines and illustrates the entire process so that the ideas may be implemented by any organization. It shows how to use customer feedback to drive any type of process improvement.
Customer Satisfaction Measurement and Management:
Using the Voice of the Customer to Drive Continuous Improvement
1995, Quality Press
isbn: 0-87389-427-8
Customer Satisfaction Measurement and Management provides the most comprehensive discussion available of how to design, implement and use a customer satisfaction measurement program. It features innovative practices of over fifty U.S. and foreign firms. It was widely viewed as the #1 book on the subject for many years. A new edition of this book will be available soon.
Using the Voice of the Customer to Drive Continuous Improvement
1995, Quality Press
isbn: 0-87389-427-8
Customer Satisfaction Measurement and Management provides the most comprehensive discussion available of how to design, implement and use a customer satisfaction measurement program. It features innovative practices of over fifty U.S. and foreign firms. It was widely viewed as the #1 book on the subject for many years. A new edition of this book will be available soon.
Creating Customer Value: The Path to Customer Satisfaction
1995, Thomson Executive Press.
isbn: 0-538-83847-7
Creating Customer Value was selected by Barnes and Noble as one of the top twelve business books of 1994. Firms such as AT&T, Motorola, and General Motors have purchased large quantities of this publication. It has been translated into Spanish, Portuguese, Chinese, Japanese, and Korean languages.
1995, Thomson Executive Press.
isbn: 0-538-83847-7
Creating Customer Value was selected by Barnes and Noble as one of the top twelve business books of 1994. Firms such as AT&T, Motorola, and General Motors have purchased large quantities of this publication. It has been translated into Spanish, Portuguese, Chinese, Japanese, and Korean languages.
For more information, please contact Satisfaction Consultants at info@satisfactionconsultants.com or toll free at (800) 408-9372.