Customer Satisfaction -
The Customer Experience Through The Customer's Eyes
Customer Satisfaction is our latest title in the field of satisfaction measurement and the customer's experience. It's been written by Nigel Hill and co-authors Greg Roche and Rachel Allen who are all experts in customer satisfaction measurement at The Leadership Factor Limited.
On this website you can contact us, download a sample chapter of the book and find out the latest news. We'd love to hear from you with your comments, feedback and suggestions.
This book is based on the premise that organisations succeed by doing best what matters most to customers. Human beings seek pleasurable experiences and avoid painful ones, so tend to return to companies that meet or exceed their requirements whilst shunning organisations that fail to meet them. These self-evident truths are most easily described by the phrase 'customer satisfaction and loyalty'. Customers whose needs are met or exceeded by an organisation form favourable attitudes about it. Since people's attitudes drive their future behaviours, highly satisfied customers usually display loyal behaviours such as staying with the company longer, buying more and recommending it - all of which are highly profitable to the company concerned. This book is about how organisations can accurately monitor customers' attitudes (satisfaction) in order to make decisions that will drive favourable customer behaviours (loyalty), thus making them more profitable - a concept that is simple as well as sensible.
