Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System

Michael D Johnson

26 ratings by Goodreads

Language: English

Published by Jossey-Bass, 2000

0787953105 / 9780787953102

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Seller: World of Books Inc, Montgomery, IL, U.S.A.World of Books Inc

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A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

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Title
Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
Author
Michael D Johnson
Publisher
Jossey-Bass
Publication year
2000
Condition
Very Good
Binding
Hardback
Language
English
ISBN 10
0787953105
ISBN 13
9780787953102

World of Books Inc

Montgomery, IL, U.S.A.

4-star seller

AbeBooks seller since March 23, 2026

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Founded in 2002, World of Books is a leading online destination for buying and selling both preloved and new books, committed to making sustainable reading accessible to all. With a mission to help people read more and waste less, World of Books offers a huge range of affordable, high-quality books — giving both new and preloved titles a second life. The company also operates World of Books – Sell Your Books, an easy-to-use platform that allows customers to trade in unwanted books for cash, helping to keep books in circulation while promoting sustainability. As a Certified B Corp, World of Books is driven by a vision to become the world’s largest and most sustainable dedicated online bookstore. The company measures its success through the positive environmental impact it creates, the value it provides to customers, and its ability to operate profitably while supporting its sustainable mission …

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