The voice of the customer [electronic resource] / Alan Dutka.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Improving the customer experience: Publisher: London : Henry Stewart Talks, 2008Description: 1 online resource (1 streaming video file (47 min.) : color, sound)Subject(s): Consumer behavior | Consumer satisfaction | Consumers' preferences | Customer loyaltyOnline resources: Click here to access online | Series Animated audio-visual presentations with synchronized narration.
Title from title frames.
Contents: Listening to customers is the primary method for measuring and tracking satisfaction -- Wide variety of techniques used to gather and analyze this information -- Sample development -- Questionnaire design -- Administration -- Analysis and interpretation of results -- How to avoid mistakes and pitfalls.
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Mode of access: World Wide Web.