Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System

DIAMOND
RATING
Senteo Rating 3.5
04/27/23
views 10029
comments0
Author:Michael D. Johnson, Anders Gustafsson
04/27/23
views 10030
comments0
Author:Michael D. Johnson, Anders Gustafsson
DIAMOND
RATING
Senteo Rating 3.5

Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
Michael D. Johnson, Anders Gustafsson, Jossey-Bass Publishing, 2000
Senteo’s Review information

The authors of this book have been instrumental in the development of customer satisfaction indexes in the U.S. and Europe. In this book, they team up to propose a five-stage process that links a company’s processes of marketing, sales, product development and customer service departments in order to deliver top-quality products and a system for customer measurement and management.
The methodology involves a 5-step process:

  1. Identify the system’s purpose
  2. Use qualitative research to build what they call the “lens of the customer,” a model of the customer’s point of view
  3. Design a quality-satisfaction-loyalty survey, using the information from the “lens of the customer”
  4. Convert data into information through state-of-the-art data analysis
  5. Proceed from information to decisions that set priorities for quality improvement

This book presents a well-formulated methodology for linking customer needs with the organization’s processes. The authors devote a chapter each to the 5 stages of the methodology and provide useful appendices containing a case study, the NACS Customer Satisfaction Survey and a data analysis in practice. They walk the reader through the steps necessary to determine a customer measurement strategy, observe and communicate with customers, create customer surveys, and process and interpret the data. They also show how to utilize the data and build a plan for quality improvement and ongoing management. The book contains a fair amount of diagrams and charts to illustrate steps of processes. The authors address practical questions such as addressing customer segmentation issues in developing a customer measurement system as well as outsourcing the process vs. creating a competency.

The book could use more case studies and real examples, especially in the section on building the quality satisfaction loyalty survey, given the authors’ extensive experience. There is a case in the appendix, but given the complexity, additional examples would be helpful. While this model does provide a fairly detailed and structured measurement for customer satisfaction, it provides only a loose tie between loyalty and customer satisfaction. Although the author does address the question of loyalty, the book lacks a clear methodology for measuring loyalty itself and/or the quality of ongoing relationships.  For more on this subject, see the Senteo review for The Ultimate Question 2.0.

A Book in the University of Michigan Business School Series – It’s a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience?  In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

This book and its methodology are directly applicable to any organization seeking to link its processes with delivering a high level of customer satisfaction. The authors provide a useful 5-stage methodology and walk the reader through the process, also giving pointers on how to implement. The methodology will allow the manager to start developing a strategy for implementation and ongoing management /measurement of these processes to ensure continual customer satisfaction.

Senteo Subject Category
Senteo

This book introduces a 5-stage methodology to link a company’s processes to delivery of top quality products and high-level customer service. It provides the tools for measurement of performance and ongoing management.

The best book reviews in your inbox!
Subscribe now and receive a special gift with your subscription.


    Leave a Reply

    Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
    Michael D. Johnson, Anders Gustafsson, Jossey-Bass Publishing, 2000
    Have you already read this book?
    Here, are people invited to rate the book?

    How useful was this post?

    Click on a star to rate it!

    Average rating / 5. Vote count:

    No votes so far! Be the first to rate this book.

    See content on this topic

    PLUS magazine talked about many topics with Michael Ruckman, Founder and President of Senteo, a boutique consultancy with an impressive track record in business transformation.
    Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Build a Tower, Build a Team
    Tom Wujec from Autodesk presents some surprisingly deep research into the “marshmallow problem” — a simple team-building exercise that involves dry spaghetti, one yard of tape and a marshmallow.
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Senteo Rating
    Call of the Mall
    Senteo Rating
    Connected Strategy
    Related Book Reviews & Education
    Working Backwards is written by Colin Bryar and Bill Carr, two veteran Amazon executives. The pair share insights into Amazon’s internal methodology and culture, especially the eponymous ‘Working Backwards’ approach.
    Arussy describes the importance of embracing and proactively facilitating change within your organization, offering a unique methodology to tackle change and guide your business through the ruthlessly competitive contemporary environment.
    Chip breaks down Maslow’s well-known hierarchy, only to recreate it using a business focus and emphasis on three primary players: employees, customers, and investors. Peak is the result.
    Jon Radoff’s work is a unique and very well written book on gaming and how to utilize the underlying principles of games in social media and business.