Looking for an authoritative guide on customer satisfaction and retention? Measuring Up! A Guide to Success with Customer Satisfaction is a great read for anyone with customers! Author, Anne Miner, shares the experience and laughs of growing a customer satisfaction consulting company over the last 20+ years.
Measuring Up! is a customer satisfaction book for business executives concerned about customer satisfaction and customer loyalty. Whether your organization is already engaged in a customer satisfaction measurement program, or contemplating the start of one, this book will provide you with valuable insights.
Measuring Up! will tell you how to find out whether your customers are satisfied. It will tell you how to figure out what customers want and how you can really get connected to them. It will guide you on the path to the platinum thread that will bind your customers to your organization so tightly that they will never want to leave you!
Measuring Up! is only $19.99 USD.
“Measuring Up! is a must-read for business to business marketers that want to launch or recharge customer satisfaction initiatives that can dramatically help improve customer relationships and the bottom line.” H. C. Vera, Group Director Supply Chain Solutions
Ryder Systems Inc.
Everything you need to know in 120 pages.
Customer satisfaction is a sensitive subject among executives. Nobody really wants to hear the bad news about how your customer relationships ‘need improvement.’ Measuring Up! isn’t a slap on the wrist – it’s a good laugh at what most of us face every day – as customers, as CEOs, as human beings.
Measuring Up! is a mix of common sense, practical business insights, and proven techniques to gain customer loyalty. Laugh and learn through 12 chapters of this customer satisfaction book that embrace the following:
- What’s the Real Issue? – Why is it important to know how to keep your customers satisfied? And, more importantly, how do we keep satisfied customers?
- When Our Customers Talk, Who’s Listening? – Do your customers promote your business or drive opportunities away?
- Readying Your Organization—A Leader and a Culture – The leader of the customer satisfaction program must reside at the highest level of the organization in order to effectively champion a successful culture shift. Who within your organization can take on this vital role?
- Why You Should Talk to the Customer – Opening communication channels with your customers provides insight and creates opportunities.
- Value, Mindset and the “How” of Approaching Customers - What do your customers truly value about their relationship with your organization? What do they wish you would change? Are you prepared to hear the answers?
- Who to Talk to, and in What Forums— Starting the Process - Taking the first steps in designing a program that will truly work for your customers and your organization. Identify the optimum customer spokesperson(s) and how best to connect with them.
- Focusing on Focus Groups – What are “Focus Groups” anyway? When and how are they useful? Where do they fit into the process?
- The Interview: an Integral Part of Everything - Conversations with your customers are the vehicle for capturing the customer’s perspective. How will we organize the information so we can take meaningful action?
- Baselines and Evaluation Forms—Getting the Numbers - What questions should you be asking, and in what order? Where do performance ratings apply and when are open-ended questions more suitable?
- CSI’s, Measuring Satisfaction and the Fallacy Behind Chasing “Tens” – Numbers, numbers everywhere … what does this all mean? And, more importantly, what should we do about it?
- Creating a Customer Care Culture - Customer care is more than customer service – how to use the CSM program to instill this fundamental philosophy into your organization.
- Help from the Outside—Do We Need It? – The pros and cons of mounting a do-it-yourself program versus engaging experts.
What “Measuring Up!” readers have to say …
“I was lucky enough to receive Anne Miner’s book in September (2008), as well as attend a session where she presented key aspects of the contents.
In this economy, everyone fears losing customers. We are all looking for new customers and talking about “organic” growth. We may have an idea of what it costs us to replace a customer…but do we take the steps to learn and change that?
From a go-go-go type of business person, I can say that this book gives practical, thoughtful, insightful, and impassioned information that will steer you through a process – so you can actually take action and ‘Measure Up’ with your business going forward. This is an interesting read and you will have many “A ha!”‘ moments as you read it. It is also something you can reference at any time to guide you.” E. McNeely, Training & Development Manager, Exel Transportation Services, Inc.
“I wish I had had the opportunity to read this book before we embarked on our own project with Dunvegan, as it would have given me the insight on what to expect so that I was better prepared on the depth and scope of the work that Dunvegan does.” C. Senyk, CFA, Director of Portfolio Management, Mawer Investment Management Ltd.
“A must-read, especially for those who believe in marketing as a philosophy of doing business.” M. E. Lane, President, Third Sector Group
“Anne Miner is the premier professional in the field of Customer Satisfaction. Her new book, Measuring UP!, is a compilation of cutting-edge thinking in understanding and connecting with customers. She extends customer insight into actionable solutions that directly impact operating performance.” R. Crabtree, Chief Executive, Marketing Outcomes Incorporated
“Measuring Up! is a must-read for business-to-business marketers that want to launch or recharge customer satisfaction initiatives that can dramatically help improve customer relationships and the bottom line.” H. C. Vera, Group Director Supply Chain Solutions, Ryder Systems Inc.
Please contact us if you wish to order the book in larger volume. Special pricing may be available.