Making Customer Satisfaction Happen: A Strategy for Delighting Customers

McNealy, Roderick M.

ISBN 10: 0412786303 / ISBN 13: 9780412786303

Published by Chapman & Hall Limited, 1996

About this Item

Size: 8vo - over 7¾" - 9¾" tall.

Seller Inventory # 011431

Bibliographic Details

• Title: Making Customer Satisfaction Happen: A Strategy for Delighting Customers
• Publisher: Chapman & Hall Limited
• Publication Date: 1996
• Language: English
• ISBN 10: 0412786303
• ISBN 13: 9780412786303
• Binding: Soft cover
• Condition: Very Good
• Signed: Signed by Author(s)

About this title

Synopsis

This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.

From the Back Cover

Making Customer Satisfaction Happen provides a customer focus for your company's Total Quality process. Drawing on actual case studies of 'world-class' customer satisfaction organizations, Rod McNealy clearly illustrates the power of customer satisfaction as a strategic weapon for any business. Significantly, this book provides both an easily understandable and implementable approach to meeting and exceeding your customers' needs and expectations. Making Customer Satisfaction Happen is targeted at a broad audience of managers in any type of organization - large or small, public or private, operating for profit or non-profit. This is a 'hands-on', action-oriented, instructive guide to achieving customer satisfaction. It offers a proven approach for meeting and exceeding customers' needs and expectations to the point of 'delighting' them.