Customer Satisfaction -
About The Authors & Cogent Publishing
Authors
Nigel Hill
Nigel founder of The Leadership Factor, a company that specialises in
helping organisations to measure, monitor and improve their customers' experience.
With offices in the USA, Australia, Russia, Spain, Portugal and France as
well as the UK, The Leadership Factor provides research services, advice
and training worldwide. Nigel has written three previous books and many articles
about customers and speaks at conferences and events around the world. He
has helped organisations such as Manchester United FC, Chelsea FC, the BBC,
ASDA, and Land Securities amongst many others.
Greg Roche
Client Director at The Leadership Factor. Greg is one of the UK's leading
experts in helping organisations to use data from customer satisfaction
surveys to improve their customer experience. He has worked with many different
organisations across all sectors of the economy including Royal Bank of Scotland,
Visa, Tarmac, Irish Life, Allied Irish Bank, Churchill, Privilege, Jurys
Doyle Hotels, Sainsbury's Convenience and The Bank of New York.
Rachel Allen
Rachel is Client Manager at The Leadership Factor. She is an expert on customer satisfaction research and complaint handling. Rachel has written many articles and speaks widely on these subjects at conferences, seminars and other events. She works with many different organisations on surveys and complaint handling including Direct Line, Tesco, Royal Borough of Kensington and Chelsea, HBOS, Forensic Science Service and Royal Bank of Scotland International.
Cogent Publishing:
Cogent Publishing is a specialist publisher of business titles and also produces Stakeholder Satisfaction, the leading journal of satisfaction measurement.
