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Quality Values, Market Dominance Through Customer Satisfaction

Bart Allen Berry, Dr. Kenneth Broduer Ph.D.

ISBN 10: 0967403200 / ISBN 13: 9780967403205
Published by aquarius publishing, 1999
Used Condition: Very Good
From Better World Books (Mishawaka, IN, U.S.A.)

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Bibliographic Details

Title: Quality Values, Market Dominance Through ...

Publisher: aquarius publishing

Publication Date: 1999

Book Condition:Very Good

About this title


The latest scientific research on Customer Loyalty, Return and Recommend Rates and improving Customer/Supplier Relationships. The authors have completed extensive research and uncovered the 10 statisitical predictors of customer satisfaction (and their 17 subcharacterisitics) which create customer satisfaction with any product or service. The book is designed from the Supplier's point of view and is a guide for re-focusing the entire business enterprise on customer satisfaction- from unit level interventions to companywide policy and procedure. A comprehensive audit, measurement matrixes, and other high level assessments are all included so the organization can assess their own strengths and weaknesses in this area and the Quality Values can be applied right away. This book is recommended for anyone in the organization who is concerned with improving the customer/supplier relationship and improving profitability through increased customer loyalty.

The Customer's perspective is also addressed with a chapter called The Power Customer- one who demands more from their supplier- and guidelines for getting more of what you want as a consumer of any product or service.

Finally the authors present the impact on our American socio-economic system which the Quality Values represent and the opportunities for America to regain it's market leadership by improving quality across the board.

About the Author:

Bart Allen Berry and Dr, Kenneth Brodeur Ph.D. are management consultants with over 45 years experience with literally hundreds of organizations. Through the development of benchmark statisitical satisfaction survey technology, their company, Quality Values, is able to administer huge studies and research projects in the fastest, most accurate way possible with in depth reprorting and analysis. After completing literally thousands of satisfaction surveys from all industries, strong statistical correlations of satisfaction measurement emerged which have been termed- The Quality Values- guidelines for behavioral excellence in customer/supplier relationships. Quality VAlues LLC is based in Encinitas California where the authors base their international consulting practice.

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