Articles and resources tagged “Service quality”

Assembling a customer satisfaction pictureArticle icon
Most everyone wants to measure (and improve) customer satisfaction, but how? First and foremost, if your organization is new to surveys and doing this in-house, start simple! The goal of any survey is better information for decision-making, and a modest...
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BY: Ann Ray on March 7, 2008 | Last updated May 18, 2008
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CATEGORIES: Management | Questionnaires
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Preventive care for bad PRArticle icon
It's become accepted knowledge that people talk more about bad service experiences than good ones. That extra energy people put into spreading the word was bad enough when they talked to friends and family. Now that energy is going elsewhere,...
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BY: Ann Ray on July 30, 2006 | Last updated April 25, 2008
COMMENTS: 0
CATEGORIES: Management
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Selling the Invisible: A Field Guide to Modern Marketing Book icon

Cover image by Harry Beckwith

When you want to broaden your perspective, this will help you understand how customer and employee satisfaction mixes with and reinforces other marketing efforts. While the author focuses on services, it's useful in any industry—we're all competing on intangibles these days.

Amazon

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CATEGORIES: Books | Management
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Useful research or marketing games?Article icon
I was in my car dealership the other day, and posted behind my service representative was a copy of their satisfaction survey. Naturally I couldn't make out every line from 6 feet away, but their point came across loud and...
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BY: Ann Ray on March 13, 2006 | Last updated April 25, 2008
COMMENTS: 0
CATEGORIES: Management
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