{"product_id":"the-customer-satisfaction-audit-abram-i-bluestein-9781902433981","title":"The Customer Satisfaction Audit","description":"\u003cp\u003eThe only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans.\u003c\/p\u003e\u003cp\u003eThis audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels. It first explains the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which to implement an effective customer service programme.\u003c\/p\u003e\u003cp\u003eThe audit sets out questions that you will ask at each of these eight stages: Understand customer requirements Analyse current capabilities Assess competitors' capabilities Identify gaps Identify options to gain strategic service advantage\u003c\/p\u003e\u003cp\u003eAnalyse trade-offs\u003c\/p\u003e\u003cp\u003eSelect service dimensions\u003c\/p\u003e\u003cp\u003eStructure service offerings and set goals\u003c\/p\u003e\u003cp\u003eOverall, the audit will help you to: \u003c\/p\u003e\u003cp\u003eUnderstand and define customers' needs and requirements\u003c\/p\u003e\u003cp\u003eAnalyse your current capabilities\u003c\/p\u003e\u003cp\u003eAssess your competitors' capabilities\u003c\/p\u003e\u003cp\u003eMeasure gaps between your capabilities and your customers' requirements\u003c\/p\u003e\u003cp\u003eCompare the options for gaining a strategic service advantage\u003c\/p\u003e\u003cp\u003eAnalyse costs, benefits, risks and trade-offs\u003c\/p\u003e\u003cp\u003eDevelop new strategies, prioritise initiatives and apportion resources.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Abram I. Bluestein,Michael Moriarty,Ronald J. Sanderson\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 190243398X\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781902433981\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Triarchy Press Ltd\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 07\/04\/2008\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 112\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.64lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 11.69h x 8.27w x 0.23d","brand":"Abram I. Bluestein","offers":[{"title":"Paperback","offer_id":47424504267007,"sku":"9781902433981","price":70.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_be86a800-e40a-4061-810c-8d031132c792.jpg?v=1761530655","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-customer-satisfaction-audit-abram-i-bluestein-9781902433981","provider":"WR Book House","version":"1.0","type":"link"}