Citations with the tag: CUSTOMER satisfaction

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  • Simple doesn't mean easy.
    Wilesmith, John T. // Across the Board; Feb1994, Vol. 31 Issue 2, p49 

    Presents seven process stages in the development of consumer satisfaction. Unconsciousness; Consciousness; Orientations; Management; Improvement; Excellence; Exploitation.

  • Give the lady what she wants.
    Parsons, William T. // Chain Store Age; Nov95, Vol. 71 Issue 11, p86 

    Features a best practices study in customer satisfaction conducted by Arthur Andersen & Co. Link to customer retention and employee satisfaction; Impact on sales and profits; Key customer values; Idea of internal customer; Areas in which successful companies concentrate to make customer...

  • Managing customer files develops repeat business.
    Porter, Monroe // Contractor Magazine; Sep97, Vol. 44 Issue 9, p44 

    States that when a contractor creates a file for its customers they develop repeat business to the organization. Discussion on how creating files can benefit the contractor; Suggestion made on how to keep a good track of customers.

  • The morphing of customer service.
    Romano, Catherine // Management Review; Dec95, Vol. 84 Issue 12, p13 

    Questions if your customers are satisfied. Comments from Bob Wayland, vice president of Mercer Management Consulting; Losing advantages; Ways companies can make a difference; Price of goods services; Looking forward. INSETS: Pay for satisfaction.;Briefcase..

  • Services Index to the 1993 Marketing News.
    Romano, Catherine // Marketing News; 10/25/93, Vol. 27 Issue 22, Marketing News pA2 

    Provides a services directory of customer satisfaction measurement firms. ACG Research Solutions; AHF Marketing Research Inc.; Allegheny Marketing Group; Alliance Research Inc.; Analytic Insight Insurance.

  • Geographical index.
    Romano, Catherine // Marketing News; 10/25/93, Vol. 27 Issue 22, Marketing News pA3 

    Provides a geographical directory of customer satisfaction measurement firms. Includes Arizona; California; Connecticut; District of Columbia; Florida; Georgia.

  • In CSM study, you don't always get what you expect.
    Lavinsky, David // Marketing News; 1/2/95, Vol. 29 Issue 1, p6 

    Reports on the emphasis given by companies on customer satisfaction measurement (CSM) studies. Factors for the failure of CSM studies; Failure to be competitive with other companies; Questions for quality customer servicing; Goal of optimal corporate resources' allocation.

  • The deeper you analyze, the more you satisfy customers.
    Hokanson, Steven // Marketing News; 1/2/95, Vol. 29 Issue 1, p16 

    Reports on the effects of increase in market complexity with the allocation of corporate resources for customer satisfaction. Difficulty in surveying the area of customer satisfaction; Prevalence of segmentation by sales volume; Quantifying the effect of improvement in corporate allocation; Use...

  • Avoid `top box problem' by using another box.
    Prince, Dan // Marketing News; 1/2/95, Vol. 29 Issue 1, p29 

    Reports on a three-point innovative approach on how customer satisfaction can be measured in terms of sales. Difficulty in measuring product performance with customer satisfaction; Problems in direct-questioning approach; Two significant benefits of the three-point approach.

  • Mission possible: Learning to listen.
    Zivic, Louis J. // Marketing News; 5/8/95, Vol. 29 Issue 10, p4 

    Opinion. Stresses the importance of a customer-driven enterprise. Fundamental aspect of learning for organizations; Survey conducted by the Economic Center at Fitchburg State College; Need for rethinking business philosophies; Creative ways to address customer needs.

  • How are we doing Mr. Green?
    Dreyer, R.S. // Supervision; Mar98, Vol. 59 Issue 3, p19 

    Presents tips on how to monitor the customers' feelings about the company's products and services. Slogans used by Flagler Pharmaceutical board chairman and chief executive officer Harley M. Flagler; Spelling out ways to poll the customers; Pros and cons of the polling method; Rewarding the...

  • Consumer sentiment on the rise, says Univ. of Michigan.
    Dreyer, R.S. // Textile World; Jan94, Vol. 144 Issue 1, p17 

    Reports on the increase in consumer satisfaction about economic conditions in the United States. University of Michigan's consumer sentiment index; Expected increase in consumer spending.

  • Consumer Sentiment Index Declines to 63.7 in July.
    Siegel, Gaty E. // Bond Buyer; 8/1/2011, Vol. 377 Issue 33557, p2 

    The article reports on the 63.7 final July consumer sentiment index reading of the University of Michigan, a decline to the preliminary July 63.8 and the final June 71.5 in 2011.

  • Univ. of Michigan Consumer Sentiment Index at 83.7.
    Siegel, Gaty E. // Bond Buyer; 6/18/2007, Vol. 360 Issue 32652, p2 

    The article reports that according to market sources, the University of Michigan's preliminary consumer sentiment for June 2007 came in at 83.7.

  • Satisfaction action is....
    Siegel, Gaty E. // Marketing News; 9/27/93, Vol. 27 Issue 20, p4 

    Reports on a survey on how award winning companies practice customer satisfaction measurement by the Customer Satisfaction Measurement. More on quantification than qualification; Companies that linked compensation and customer satisfaction measurement; Customer satisfaction and its measurement...

  • Creating customer value: Where do health and safety fit in?
    Birkner, Lawrence R.; Birkner, Ruth K. // Occupational Hazards; Oct97, Vol. 59 Issue 10, p15 

    Discusses the relationship between health and safety and creating value for the customer. Definition of the customer; Reference to the book `Transforming the Bottom Line,' by Tony and Jeremy Hope; Information on the Value-Adding Work Index (VAWI); Calls for the management of safety and health...

  • CIVILITY RIGHTS FOR CONSUMERS.
    Birkner, Lawrence R.; Birkner, Ruth K. // Christian Science Monitor; 8/27/2001, Vol. 93 Issue 191, p10 

    Discusses the decline of customer satisfaction in the United States.

  • `How may I help you?'.
    DeChant, Michelle // Marketing Tools; May96, Vol. 3 Issue 3, p2 

    Editorial. Discusses whether customer satisfaction must be sacrificed in the name of profitability. Criticisms leveled against customer satisfaction and quality measurement; Importance of customer loyalty.

  • A matter of trust.
    Huber, Janean; Phillips, Debra // Entrepreneur; Jan1995, Vol. 23 Issue 1, p16 

    Focuses on consumer satisfaction trends in the United States. Consumer victimization; Victim-ethic consumerism; Zero-defect management; Consumers' expectations.

  • Satisfied customers come back for more.
    Reichheld, Frederick F. // American Banker; 11/30/95 Supplement, Vol. 160, p13A 

    Cautions against falling into the trap of aiming for costumer satisfaction as a higher goal than profits. Danger of failing to link satisfaction measurements with customer loyalty and profits; Limitations of satisfaction surveys; Manipulation of the system at the grass-root level; Basic...

  • Measuring customer satisfaction.
    Eliss, Lynn W.; Curtis, Carey C. // Research Technology Management; Sep/Oct93, Vol. 36 Issue 5, p45 

    Presents eight lessons from research on customer satisfaction with technology products and services. Leading indicators of satisfaction; Customer index satisfaction; Satisfaction with cost competitiveness; Cycle time and satisfaction. INSET: How the study was done..

  • Measuring customer satisfaction.
    Ellis, Lynn W.; Curtis, Carey C. // Research Technology Management; Sep/Oct95, Vol. 38 Issue 5, p45 

    Presents eight lessons from research on customer satisfaction with technology products and services. Leading indicators of satisfaction; Relation between total quality management and customer cost satisfaction rating; Cross checking results. INSET: How the study was done..

  • What's most important to customer satisfaction?
    Press, Irwin; Ganey, Rodney F. // ABA Banking Journal; Sep97, Vol. 89 Issue 9, p73 

    Presents information on the importance customer satisfaction. What did Data from Technical Assistance Research Programs (TARP); Indication of various conducted studies; Confirmation on the importance of problem resolution to customer satisfaction. INSET: Relative importance of banking experiences..

  • Human resources.
    Montague, Jim; Pitman, Hilarie // H&HN: Hospitals & Health Networks; 2/5/96, Vol. 70 Issue 3, p15 

    Reports on the publication `Top Five Ways to Improve Customer Satisfaction in 1996'. Management strategies; Contact information.

  • Hung up on response time.
    Pasternack, Andrew // H&HN: Hospitals & Health Networks; 05/05/98, Vol. 72 Issue 9, p40 

    States that in health care, response time is the number one issue in customer satisfaction. Information on a program from Softbank Service and Support Consultants, a San Diego based company, which is aimed to increase the level of service in health care; What is Softbank's goal.

  • The CEO and customer satisfaction.
    O'Leary, Joseph P. // Management Review; Sep96, Vol. 85 Issue 9, p62 

    Reports that many chief executive officers of today are gaining insights into customer satisfaction in the search for competitive advantage. Strategy to capture and retain customers; Integration of customer satisfaction into every company department and level; Example of the banking industry...

  • Total customer experience drives value.
    Carbone, Lewis P. // Management Review; Jul/Aug98, Vol. 87 Issue 7, p62 

    Discusses the issue of total customer experience for business development. Information on `marketing myopia' and customer service; Implications of consumer motivation.

  • A character-building trip.
    Vinocur, M. Richard // American Printer; Apr98, Vol. 221 Issue 1, p86 

    Focuses on the importance of giving priority to customer satisfaction in the success of businesses. Experience of the author concerning customers.

  • Good will to spare.
    Vinocur, M. Richard // New Mexico Business Journal; Nov94, Vol. 18 Issue 11, p9 

    Presents a listing of companies in the United States ranked according to consumer satisfaction. Study by Baylor University; Predominance of food manufacturers.

  • Give your customers more than they bargained for.
    Holloway, Gil // New Mexico Business Journal; Feb96, Vol. 20 Issue 2, p13 

    Considers the importance of customer satisfaction and retention in business ventures. Benefits of building customer loyalty; Difference between customer service and value-adding; Role of the management.

  • Faxpoll.
    Holloway, Gil // Inc.; Mar94, Vol. 16 Issue 3, p25 

    Asks readers the question: Customer focus: how far will you go for your customers. Other questions on how far does your business go to be customer focused; Contact point for responses; Deadline March 22, 1994.

  • Changes in computer support.
    Mamis, Robert A. // Inc.; Mar94, Vol. 16 Issue 3, p152 

    Provides samplings from `Inc.'s' forays into how responsive the hardware and software vendor's tech-support services really are. Overhaul in customer service since 1991 survey; Free service often available around the clock; Dizzying array of telephone numbers; Borland International; Microsoft;...

  • Fixed fees ahead?
    Mamis, Robert A. // Inc.; Mar94, Vol. 16 Issue 3, p152 

    Says that because of soaring costs that vendors pay to provide technical support, the melange of options is becoming bewildering. Poll by `Softletter' found median cost of answering a single tech-support call among 148 personal-computer software developers and publishers was $23.33; Manuals...

  • Connecting customer loyalty to the bottom line.
    Hepworth, Michael; Mateus, Paula // Canadian Business Review; Winter94, Vol. 21 Issue 4, p40 

    Discusses the importance of customer loyalty to the success of companies in Canada. Measurement of customer satisfaction by Canadian companies; Predicting customer loyalty; Education for customers and employees; Effective handling of customer problems; Calculating the market impact of service.

  • Customer satisfaction dips.
    Hepworth, Michael; Mateus, Paula // Industry Week/IW; 04/20/98, Vol. 247 Issue 8, p14 

    Reports on a data from the annual American Customer Satisfaction Index as of April 1998 which showed a three-year decline on how satisfied people are with the goods and services they buy. Rate of customer satisfaction.

  • The winter of consumer discontent.
    Dolliver, Mark // Adweek Eastern Edition; 1/12/1998, Vol. 39 Issue 2, p14 

    Focuses on the decline in the American Customer Satisfaction Index for 1997. Implications of the decline in the index on the advertising industry.

  • Consumer confidence takes major hit in June.
    Dolliver, Mark // WWD: Women's Wear Daily; 6/28/1995, Vol. 169 Issue 124, p11 

    Reports on the decline in the Conference Board's consumer confidence index for June 1995. Consumer sentiment about economic conditions; Expectations for economic conditions six months in the future.

  • Rethinking customer service.
    Girard-diCarlo, Constance B. // Healthcare Executive; Jul/Aug1998, Vol. 13 Issue 4, p43 

    Looks at ways of increasing customer satisfaction in the health network. Examination of how an integrated health system impact the customer; Benefits of having multiskilled employee support; Details on customer service and satisfaction.

  • 1995: Year of the customer.
    Girard-diCarlo, Constance B. // Advertising Age's Business Marketing; Jan1995, Vol. 80 Issue 1, p8 

    Editorial. Presents a forecast on 1995 as the year of the satisfied customer. Common goal shared by most companies; Sophisticated databases for customer retention programs; Essential role of technology in all businesses; Overall cost efficiency and potential audience of the Internet; Increase...

  • A new style of market-think.
    Bell, David A. // Business Mexico; Jul1994, Vol. 4 Issue 7, p4 

    Discusses the impact of a satisfied consumer in Mexico. Production of goods and services as the corporation's job; Opportunities to use and abuse consumers with the increasing reliance on market research; Focus groups as ineffective tool for market research.

  • Loyal to the core.
    Knox, Simon // Campaign (UK); 07/03/98, Issue 27, p30 

    Discusses how the principles of loyalty management can be applied successfully to a number of companies. Growth on the number of consumers in the United Kingdom becoming committed to their grocer and to loyalty schemes; Information on the customer development process; Details on three guiding...

  • Card carriers.
    Garrett, Jade // Campaign (UK); 07/03/98, Issue 27, p36 

    Presents the personal view of six experts on the influence if any, of loyalty cards on customers. Comments by Pamela Hyder, advertising manager of Standard Life; Difference between the cards and loyalty cards by Laura James of New PHD; Other views.

  • Magazines the new kings of loyalty.
    Martin, Michele // Campaign (UK); 07/03/98, Issue 27, p38 

    Focuses on the discovery by a number of contract publishers in Great Britain, of innovative ways to keep their clients' satisfied. Description of the fundamentals to the success of customer magazines; Significance of magazine service; Success of some publishers segmenting single editions of a...

  • Taking customer satisfaction to new heights.
    Slutsky, Jeff // National Underwriter / Life & Health Financial Services; 3/03/97, Vol. 101 Issue 9, p14 

    Focuses on the importance of customer satisfaction in the marketing industry. Details on the author's personal experiences with this issue; What the author was willing to undergo to satisfy his clients; Outcome of the author's efforts.

  • The limits of customer satisfaction.
    Passikoff, Robert // Brandweek; 03/03/97, Vol. 38 Issue 9, p17 

    Focuses on the limits of customer satisfaction. Business and sales concerns; Impact on the economic value of companies; Translation of customer's perceptions in actionable information; Satisfaction measures; Product meets expectation issues.

  • The Four Faces of Aggregation in Customer Satisfaction Research.
    Johnson, Michael D. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p89 

    Applies Seymour Epstein's four faces of aggregation to customer satisfaction research. Aggregation over subjects; Aggregation over stimuli; Aggregation over trials; Aggregation over measures.

  • Peaks and Flows: Intense Joys and Optimal Experiences in Consumption.
    Smith, Ruth Ann // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p109 

    Summarizes the contents of a special topic session on two distinct yet related intense emotional states that may occur during consumption. Papers presented by Ruth Ann Lee and Renee G. Lee; Michael Guiry and Richard J. Lutz; John W. Schouten and James H. McAlexander.

  • New Directions in Affect and Consumer Satisfaction.
    Spreng, Richard A. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p453 

    Summarizes the contents of a special topic session on consumer satisfaction. Papers presented by Richard A. Spreng and Robert D. Mackoy; Richard W. Olshavsky and H. Shanker Krishnan; David Glen Mick and Susan M. Fournier.

  • The Dual Role of Emotions in Consumer Satisfaction/Dissatisfaction.
    Krishnan, H. Shanker; Olshavsky, Richard W. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p454 

    Presents a model that attempts to explore two distinct types of emotions that occur at consumption and to examine their specific roles in understanding overall satisfaction. Focus group study; Lab experiment study.

  • Postconsumption Competition: The Effects of Choice and Non-Choice Alternatives on Satisfaction Formation.
    Droge, Cornelia; Mackoy, Robert D. // Advances in Consumer Research; 1995, Vol. 22 Issue 1, p532 

    Proposes that, in a competitive environment, alternative products or services not chosen can also impact satisfaction formation. Conceptualization of satisfaction formation; Potential incorporation of competitive factors postchoice.

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