| customer retention survey questions: Lean B2B Étienne Garbugli, 2022-03-22 Get from Idea to Product/Market Fit in B2B. The world has changed. Nowadays, there are more companies building B2B products than there’s ever been. Products are entering organizations top-down, middle-out, and bottom-up. Teams and managers control their budgets. Buyers have become savvier and more impatient. The case for the value of new innovations no longer needs to be made. Technology products get hired, and fired faster than ever before. The challenges have moved from building and validating products to gaining adoption in increasingly crowded and fragmented markets. This, requires a new playbook. The second edition of Lean B2B is the result of years of research into B2B entrepreneurship. It builds off the unique Lean B2B Methodology, which has already helped thousands of entrepreneurs and innovators around the world build successful businesses. In this new edition, you’ll learn: - Why companies seek out new products, and why they agree to buy from unproven vendors like startups - How to find early adopters, establish your credibility, and convince business stakeholders to work with you - What type of opportunities can increase the likelihood of building a product that finds adoption in businesses - How to learn from stakeholders, identify a great opportunity, and create a compelling value proposition - How to get initial validation, create a minimum viable product, and iterate until you're able to find product/market fit This second edition of Lean B2B will show you how to build the products that businesses need, want, buy, and adopt. |
| customer retention survey questions: Customer Retention in the Automotive Industry Michael D. Johnson, Andreas Herrmann, Frank Huber, Anders Gustafsson, 2012-12-06 Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung. |
| customer retention survey questions: The Handbook of Customer Satisfaction and Loyalty Measurement Nigel Hill, Jim Alexander, 2006 The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement. |
| customer retention survey questions: From Customer Retention to a Holistic Stakeholder Management System Margit Huber, Susanne O'Gorman, 2008-02-28 The fourth in Springer’s series on Stakeholder Management books, this volume looks back at the beginnings of Stakeholder Management and how it has developed into a fully-fledged system over the last 20 years. It also highlights the importance of a benchmarking database generated from several thousand case studies for comparing businesses. What’s more, international case studies look at the application of Stakeholder Management in a wide array of industries such as the automotive, public and hospitality sector as well as the consumer market. The reader benefits from a well-rounded account of articles that explain the entire process from data collection to the implementation of actions derived from result analysis. |
| customer retention survey questions: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer retention survey questions: Customer Experience 3.0 John A. Goodman, 2014-08-12 Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal. |
| customer retention survey questions: Handbook of Customer Satisfaction and Loyalty Measurement Nigel Hill, Jim Alexander, 2000 An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement. |
| customer retention survey questions: Measuring Customer Satisfaction and Loyalty Bob E. Hayes, 2008-04-22 The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms. |
| customer retention survey questions: Customer Satisfaction Nigel Hill, Greg Roche, Rachel Allen, 2007 This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended. |
| customer retention survey questions: Retention Point Robert Skrob, 2018-05-04 You know those members who love what you deliver? They can¿t get enough, they tell everyone they know about you and they buy everything you offer. These are the ¿Lifers.¿ Then, there are the ¿Quitters.¿ The Quitters stop opening your email, don¿t use what you provide, then they quit, (sometimes asking for a refund.) This book reveals how to create more Lifers and repel the Quitters before they cost you time and money on wasted fulfillment. Your Retention Point is the moment your brand-new member becomes a Lifer, is emotionally invested in what you deliver, uses your product and talks about it to her friends. This book reveals how to get more members to the Retention Point. Right now it is happening by accident. By implementing the systems I reveal within this book you can generate five or ten times the number of members reaching the Retention Point and becoming Lifers as you do today. This book includes five case studies showing the Retention Point in action. Plus, Mr. Skrob¿s reveals his entire 9-Step Member On Ramp to make it easy to implement and get more of your members to the Retention Point. |
| customer retention survey questions: Modern Analysis of Customer Surveys Ron S. Kenett, Silvia Salini, 2012-01-30 Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields. |
| customer retention survey questions: CIO , 2001-12-15 |
| customer retention survey questions: Managing Knock Your Socks Off Service Chip R. BELL, Ron ZEMKE, 2007-05-17 Today’s customers demand service that isn’t just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: * find and retain service-oriented people * get to know customers intimately * build a service vision * train and coach * create and maintain a service management process that aligns people, systems, and customers * involve and empower employees * recognize and reward good performance. Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, Managing Knock Your Socks Off Service shows how to create great service on a day-to-day, real-time, every-time basis. |
| customer retention survey questions: Loyalty Rules! Frederick F. Reichheld, 2001 Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc. |
| customer retention survey questions: Service Profit Chain W. Earl Sasser, Leonard A. Schlesinger, James L. Heskett, 1997-04-10 In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal service excellence books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the depth of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee satisfaction mirror and the customer value equation to achieve a customer's eye view of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a balanced scorecard of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal best practice information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management. |
| customer retention survey questions: Designing Research Questionnaires for Business and Management Students Yuksel Ekinci, 2015-02-12 In Designing Research Questionnaires, Yuksel Ekinci guides you through origins, types of questionnaire, basic components, types of questions and properties of measurement scales, how to design a questionnaire, sequence of questions, layout decisions and pilot testing, examples and strengths and limitations. Ideal for Business and Management students reading for a Master’s degree, each book in the series may also serve as reference books for doctoral students and faculty members interested in the method. Part of SAGE’s Mastering Business Research Methods Series, conceived and edited by Bill Lee, Mark N. K. Saunders and Vadake K. Narayanan and designed to support researchers by providing in-depth and practical guidance on using a chosen method of data collection or analysis. |
| customer retention survey questions: Customer Surveying Frederick C. Van Bennekom, 2002 Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools. |
| customer retention survey questions: Validated Management Practices Dr. Raghu Korrapati, 2014-11-17 Validated Management Practices will walk you through the 108 required knowledge and skill areas so that you can develop to balance the 3 critical aspects of management- employees, customers and financials, well. While some of the chapters in this book are oriented towards managers working in an Information Technology industry, it will be useful for managers in any industry with practical advice and tips on how to become an effective manager. In addition, the appendices contain extract of mandatory skills for all professionals from my previous book - '108 Pearls of Wisdom' and 'Dr Raghu's Top Ten' — my guiding principles. |
| customer retention survey questions: Harnessing value-added benefits as a customer retention strategy in a selected company within the financial services industry in KwaZulu-Natal Samantha Worthington, 2018-09-17 Thesis (M.A.) from the year 2017 in the subject Business economics - General, grade: -, , course: Masters of Business Administration, language: English, abstract: Customer retention has become a multifaceted and serious consideration for businesses. With the rapid advancement of technology, a growing competitive climate, and the ever-increasing platforms and channels available for customers to purchase services and products, the importance of servicing and engaging with current customers is becoming increasingly evident from a business profitability and sustainability perspective. While after-sale value-added benefits offered to customers through upselling initiatives are believed to be necessary to increase customer retention, further understanding of the type of value-added benefit offered and the timing in which it is offered following the core product sale, is required to determine the extent of the impact it has on customer retention. It is therefore incumbent on companies to develop a robust customer retention strategy that integrates value-added benefits to upscale customer retention and prevent customer churn. The researcher explored the effectiveness of value-added benefits offered via upselling as a strategy to reduce customer churn within a selected authorised financial services provider based in KwaZulu-Natal, South Africa. A descriptive research design was followed. The researcher conducted a thorough literature review aligned to valueadded benefits as an innovative strategy to retain customers. Data was collected through a combination of tools, case studies, open-ended semi-structured employee interviews and open-ended employee questionnaire surveys, to explore a facet of customer churn where limited theory is available, and to describe the extent to which the offering of a value-added benefit to a current customer affects customer retention. From the research conducted, the researcher concluded that customers who had taken up a value-added benefit were more likely to stay with their service provider, compared to customers who did not have a value-added benefit. Churn rate percentages for customers with core product-aligned value-added benefits were lower than the customers with core product non-aligned value-added benefits, and customers who had taken up a value-added benefit, before their first debit order was collected by their service provider, were less likely to churn than customers who took up the same value-added benefit after their first debit order was collected by their service provider. |
| customer retention survey questions: The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition Russell T. Westcott, 2013-10-07 This handbook is a comprehensive reference source designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with the technological and societal concerns of the new millennium. The content of this fourth edition has been revised to reflect a more current global perspective and to match the updated Body of Knowledge (BoK) of ASQs Certified Manager of Quality/Organizational Excellence (CMQ/OE). In order to provide a broad perspective of quality management, this book has specifically been written to address: Historical perspectives relating to the evolution of particular aspects of quality management, including recognized experts and their contributions Key principles, concepts, and terminology relevant in providing quality leadership, and communicating quality needs and results Benefits associated with the application of key concepts and quality management principles Best practices describing recognized approaches for good quality management Barriers to success, including common problems that the quality manager might experience when designing and implementing quality management, and insights as to why some quality initiatives fail Guidance for preparation to take the CMQ/OE examination. Organized to follow the BoK exactly, throughout each section of this handbook the categorical BoK requirements associated with good quality management practices for that section are shown in a box preceding the pertinent text. These BoK requirements represent the range of content and the cognitive level to which multiple-choice questions can be presented. Although this handbook thoroughly prepares individuals for the ASQ CMQ/OE exam, the real value resides in post-exam usage as a day-to-day reference source for assessing quality applications and methodologies in daily processes. The content is written from the perspective of practitioners, and its relevance extends beyond traditional product quality applications. |
| customer retention survey questions: The Reign of the Customer Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg, 2020-03-27 With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) – invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike. |
| customer retention survey questions: The Wallet Allocation Rule Timothy L. Keiningham, Lerzan Aksoy, Luke Williams, Alexander J. Buoye, 2015-02-02 Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth. |
| customer retention survey questions: Hooked on Customers Robert G. Thompson, 2014 Talk is cheap. A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a strategy or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way. |
| customer retention survey questions: The Ultimate Question Fred Reichheld, 2007-08 One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma. |
| customer retention survey questions: Beyond the Ultimate Question Bob E. Hayes, 2009 |
| customer retention survey questions: Marketing For Dummies Ruth Mortimer, Gregory Brooks, Craig Smith, Alexander Hiam, 2012-07-10 Smart marketing techniques to get your business noticed. Plan a successful marketing campaign and move your business forward with this fully updated edition of an established bestseller. Packed with practical advice from a team of industry experts, this readable guide features all the latest tools and techniques to help you connect with new customers and retain existing ones. From choosing the right strategy and preparing a marketing plan, to igniting your imagination and producing compelling advertising, you'll be creating a buzz and increasing profits in no time. |
| customer retention survey questions: Augmenting Customer Retention Through Big Data Analytics Reena Malik, Ambuj Sharma, Prashant Chaudhary, 2024-12-06 Most businesses today are embracing digital transformation and automation, deploying the processes of data analytics in combination with advanced technologies for customer retention using such techniques as marketing automation, digital marketing, machine learning (ML), blockchain, generative AI, and robotics. This new book discusses a wide range of topics related to big data customer analytics and its application for customer retention. It covers important topics on the use of big data in business, including personalization and customization of products and services, segmentation, digital marketing, customer relationship management, loyalty programs, and customer loyalty and retention and more. The book provides examples and case studies that demonstrate how big data is changing the customer loyalty scenario in a highly digitalized world. The book also addresses using big data analytics in areas such as metaverse, government bodies, and fashion retail. Key features: Provides valuable insights on formulating customer retention strategies using big data analytics Discusses the application of big data for reducing churn rate Demonstrates strategies for using big data analytics to improve efficiency and customer service With its diverse and comprehensive coverage, this book offers academics, marketers, human resource managers, students, as well as industrial practitioners a guide to using the exciting technology of big data for customer retention. |
| customer retention survey questions: Supply Chain Management: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2012-12-31 In order to keep up with the constant changes in technology, business have adopted supply chain management to improve competitive strategies on a strategic and operational level. Supply Chain Management: Concepts, Methodologies, Tools, and Applications is a reference collection which highlights the major concepts and issues in the application and advancement of supply chain management. Including research from leading scholars, this resource will be useful for academics, students, and practitioners interested in the continuous study of supply chain management and its influences. |
| customer retention survey questions: Your Customers' Perception of Quality Baboo Kureemun, Robert Fantina, 2011-06-13 Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look at quality from an outside-in, truly customer-centric perspective, the authors pave a concrete connection between enhanced customer perception and increased profitability. The book introduces cutting-edge concepts in customer-centric quality—explaining exactly how to identify, plan, cost justify, manage, and deliver consistent improvements to the factors that matter most to your customers. Helping you harness the power of the universal set of tools, techniques, and methods at your disposal in the field of quality, the book: Unveils a model that provides quantifiable information for determining the impact of customer perception on your bottom line Details a strategic model for attaining long-term benefits—including the tools required to make the necessary tactical changes Includes a wealth of customizable tools to help kick-start implementation efforts The text clearly illustrates how to implement methods proven to improve operational efficiencies, foster customer loyalty, and drive increased revenue through positive word of mouth. Complete with helpful checklists, templates, tools, and detailed instructions on how to tailor them to your company, the authors guide you through the path of evaluating, analyzing, and implementing the value-adding adjustments needed to drive profits and boost customer loyalty. |
| customer retention survey questions: Strategic Market Management Atindra Kumar Biswas, 2018-01-17 How to Manage Market For Sustainable Profit and Growth This concise book is an attempt to answer this question by urging the business professionals to see and carry out the entire business from the perspective of customers. The book provides step by step directions to business professionals how to find out the unmet or under-met jobs of customers; how to choose the market of interest and specific groups of customers for doing business with; how to create and deliver winning customer value proposition for these customers through innovation and suitable business models; how to navigate the business through product development, branding, sales, and distribution, under different kinds of market complexities including commoditization and globalization of markets, and provide seamless experience to the customers.. The book ends with recommending ways to manage customer loyalty and profitability, and steering the firm to the path of sustained profitable growth. |
| customer retention survey questions: Performance Is Everything August J. Aquila, Coral L. Rice, 2017-05-15 Compensation is the largest expense that a firm incurs. And yet, few firms really manage it well. The trick is realizing it is more complex than just splitting the pie. The crucial issues of compensation and performance are inextricably linked. In this important resource, experts August Aquila and Coral Rice offer a unique perspective on how you can align your compensation and performance management plans in order to boost performance, maximize profits, and keep both your staff and clients happy. This companion to Aquila and Rice’s successful AICPA publication, Compensation as a Strategic Asset, will pick up where that guide left off, offering readers the “Why, What, and How” for compensation plans filtered through the lens of performance management. The authors convey, in the simplest and clearest terms, how firms can improve overall firm performance by engaging in the following activities: Develop a compelling vision Develop a strategy for what you want to accomplish Have the right systems in place to help achieve the strategy Align individual goals with firm and departmental goals Create an effective performance review system Monitor performance monthly and quarterly for trends Provide higher performers with more rewards than average performers Ultimately, this guide is based on what other firms are doing, and let's you know why it’s working or why it’s not. By guiding you through a process and providing you with the tools to design a partner and staff compensation plan, Performance Is Everything will help you develop the plan that works for your firm. |
| customer retention survey questions: Recommender System for Improving Customer Loyalty Katarzyna Tarnowska, Zbigniew W. Ras, Lynn Daniel, 2019-03-19 This book presents the Recommender System for Improving Customer Loyalty. New and innovative products have begun appearing from a wide variety of countries, which has increased the need to improve the customer experience. When a customer spends hundreds of thousands of dollars on a piece of equipment, keeping it running efficiently is critical to achieving the desired return on investment. Moreover, managers have discovered that delivering a better customer experience pays off in a number of ways. A study of publicly traded companies conducted by Watermark Consulting found that from 2007 to 2013, companies with a better customer service generated a total return to shareholders that was 26 points higher than the S&P 500. This is only one of many studies that illustrate the measurable value of providing a better service experience. The Recommender System presented here addresses several important issues. (1) It provides a decision framework to help managers determine which actions are likely to have the greatest impact on the Net Promoter Score. (2) The results are based on multiple clients. The data mining techniques employed in the Recommender System allow users to “learn” from the experiences of others, without sharing proprietary information. This dramatically enhances the power of the system. (3) It supplements traditional text mining options. Text mining can be used to identify the frequency with which topics are mentioned, and the sentiment associated with a given topic. The Recommender System allows users to view specific, anonymous comments associated with actual customers. Studying these comments can provide highly accurate insights into the steps that can be taken to improve the customer experience. (4) Lastly, the system provides a sensitivity analysis feature. In some cases, certain actions can be more easily implemented than others. The Recommender System allows managers to “weigh” these actions and determine which ones would have a greater impact. |
| customer retention survey questions: Best Practices in Customer Service John A. Woods, 1999 |
| customer retention survey questions: Stepping Up to ISO 9004 Russell Westcott, 2003 Congratulations. Your organization is registered to ISO 9001. Guess what? You've just taken the first step in your continual improvement journey. The next step is to step up to world-class status. More than 500,000 organizations around the world have registered their quality management systems to one of the ISO 9000 series standards. How will yours be different? ISO 9004:2000 is an excellent guide to moving beyond the bare basics outlined in ISO 9001:2000. |
| customer retention survey questions: Starting and Running a Business All-in-One For Dummies Colin Barrow, 2011-07-20 Written by a team of business and finance experts, Starting & Running a Business All-In-One For Dummies is a complete guide to every aspect of setting up and growing a successful business. Featuring straight-talking advice on everything from business planning and marketing, managing staff and dealing with legal issues, to bookkeeping and taking care of tax obligations, this book is your one-stop guide to turning your business plans into profit. With Starting and Running a Business All-In-One For Dummies, 2nd Edition , you'll discover how to: Identify new business opportunities Put together a business plan Find the money you need to get started Keep track of your finances -bookkeeping and forecasting Find, manage and retain good employees Deal with the legal aspects of running a business Market and sell your product Use new technology Grow and expand your business |
| customer retention survey questions: EBOOK: Services Marketing: Integrating Customer Focus Across the Firm Alan Wilson, Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler, 2016-01-16 European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner |
| customer retention survey questions: Customer Selection Oliver Lonicer, 2002-01-11 Inhaltsangabe:Abstract: In the real world, all customers are not created equal. This allusion to the Declaration of Independence captures a recent realisation of many companies - different customers represent different values to a company. In fact, many companies are discovering that a large percentage of their customers are generating losses. XY Insurance is among those companies that recently discovered a considerable portion of unprofitable customers in their current book of business. This was identified as a major problem, especially considering the fact that the company is converting to a publicly traded stock company. Given the necessity to produce shareholder value, senior management realised that it would be indispensable to ensure the profitability of its accounts. One of the factors underlying this problem at XY is the lack of a screening process to ensure the selection of customers with whom a profitable relationship can be built. To address this need, XY's senior management decided that it would be necessary to develop a tool that enables the sales staff to evaluate customers, and ultimately, to select customers based an this assessment. The objective of this study is the development of a screening tool which can be used as a basis for the selection of XY's customers in the company's arge case segment. The development of the tool is limited to one of the company's segments because the customers as well as the products differ greatiy by segment. The tool should enable the company to assess their clients individually and classify each of them as 'attractive' or 'unattractive' so that proper strategies can be applied. The strategy development lies outside of the confines of this study and is therefore not discussed in this paper. I will however, indicate starting-points and some important issues when designing these strategies. In addition, considerations in conjunction with the implementation and introduction process, as well as avenues for further research are addressed where appropriate. White the initial idea behind the development of the screening tool was to design a mechanism that would allow for the assessment of all of XY's customers, existing and prospective, it became apparent that this would not be feasible. Separate tools for both stages are needed. As a result it was decided that a model outlining the needed criteria would be developed, and based an this a screening tool for prospective clients, would be built. The [...] |
| customer retention survey questions: Keeping Customers J. J. Sviokla, Benson P. Shapiro, 1993 Essays cover market orientation, order management, customer service, quality, service guarantees, customer complaints, zero defects, and performance measurement |
| customer retention survey questions: The Digital Marketing Handbook Simon Kingsnorth, 2022-01-03 Build, implement and optimize your digital marketing campaigns, with this indispensable guide which covers everything from SEO, social media, paid search and display advertising. The Digital Marketing Handbook takes the reader step by step through the various components of B2B and B2C online marketing, making it an essential companion to every marketer's desk. Highly practical in approach, it features tips, platform recommendations and common pitfalls to watch out for, as well as examples from global brands including Google, Amazon and Nissan. Detailed guidance is provided for key areas such as creating content that excites, informs and converts, using marketing automation and analyzing your results to maximize performance. Written by recognized industry expert and bestselling author, Simon Kingsnorth, The Digital Marketing Handbook brings together reliable and actionable insights into one complete resource. Also covering how to manage affiliates and partnerships to deliver highly targeted leads and provide customer service that achieves high review scores and builds loyalty, it is accompanied by online templates and interactive tools to use in practice. This book is an essential blueprint for marketing professionals to deliver the best results from their digital marketing campaigns. |
| customer retention survey questions: Market Research Handbook ESOMAR, 2008-04-30 The fifth edition of what was formerly know as The ESOMAR Handbook of Market and Opinion Research has been completely revised to reflect the latest approaches in the rapidly changing world of professional market research. The new Handbook stands out from earlier editions by explaining the latest research techniques and methodologies within a contemporary business context. Yet it remains an invaluable and practical day to day reference work for the modern market researcher. Truly international in outlook and approach, the Handbook combines contributions from over 40 research thought leaders and specialists from across the world including the UK, US, Europe, Australia and S.E.Asia. The editors and authors make an overdue contribution to bridging the Theory-Practice divide. Their client perspective will delight, inform and inspire market research specialists and users alike. —Prof. Seán Meehan (Switzerland), Martin Hilti Professor of Marketing and Change Management, IMD – International Institute for Management Development |
Customer Retention Survey Questions Examples and Best ...
In this article, we've compiled the best customer retention survey questions for gathering actionable user insights in SaaS.
15 essential customer retention survey questions - Jotform
Feb 26, 2025 · Customer retention survey questions are essential for gathering valuable insights to improve client loyalty and satisfaction. Discover effective questions to ask.
Customer Retention Survey Questions: Process & Best Practice
Mar 19, 2024 · Customer retention surveys are a great way to gauge customer loyalty and inform your growth strategy. We share how to get started with yours.
17 Customer Retention & Loyalty Survey Questions - NewtonX
Sep 26, 2024 · What matters to customers of your company, products, and services in particular? Selecting customer retention survey questions for market research into these dynamics will help …
Customer Retention Surveys: Definition, Process & Questions
Jan 14, 2021 · Client retention surveys are sent to customers at various points along their purchasing journey. By surveying customers at multiple touchpoints, your organization can …
Customer retention survey best practices - Qualtrics XM
Learn how by surveying customers you can see where they are satisfied or dissatisfied, and what you can do to keep them as customers.
31 Customer Retention Survey Questions to Reduce Churn ...
Explore 30 customer retention survey questions with expert tips to reduce churn, keep customers loyal, and boost your business growth. The ROI of truly listening to customers goes far beyond …
Customer Retention Survey Questions Examples and Best ...
In this article, we've compiled the best customer retention survey questions for gathering actionable user insights in SaaS.
15 essential customer retention survey questions - Jotform
Feb 26, 2025 · Customer retention survey questions are essential for gathering valuable insights to improve client loyalty and satisfaction. Discover effective questions …
Customer Retention Survey Questions: Process & Best Practice
Mar 19, 2024 · Customer retention surveys are a great way to gauge customer loyalty and inform your growth strategy. We share how to get started with yours.
17 Customer Retention & Loyalty Survey Questions - NewtonX
Sep 26, 2024 · What matters to customers of your company, products, and services in particular? Selecting customer retention survey questions for market research into …
Customer Retention Surveys: Definition, Process & Questions
Jan 14, 2021 · Client retention surveys are sent to customers at various points along their purchasing journey. By surveying customers at multiple touchpoints, your …
