Book Description
To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
About the author
James H. Myers, Ph.D. was professor of marketing at the Drucker School at Claremont Graduate University, for 22 years. Prior to that, he taught for 20 years at the Graduate School of Business Administration, University of Southern California. Before entering academia, Myers was manager of the Management Research Division at the Prudential Insurance Company’s regional headquarters in Los Angeles. Myers is the author or coauthor of 7 books and more than 60 articles in the areas of marketing management, strategic marketing research, and customer satisfaction. He has also given many presentations on these and other topics to business and professional groups throughout the country. Myers has done extensive consulting in the areas of marketing research, market segmentation, product/service positioning, and new product opportunity identification. His clients have included Eastman Kodak, British Telecom, Frito-Lay, Gemini Management Consulting, and Pacific Gas & Electric Co.
