The Arthur Andersen guide to talking with your customers : what they will tell you about your business (when you ask the right questions) / Michael J. Wing, Arthur Andersen
Ch. 1. How Do You Know How You're Doing Unless You Ask? -- Ch. 2. What Are Your Customers' Expectations? -- Ch. 3. What Do You Want To Know? -- Ch. 4. Choosing the Best Survey Technique -- Ch. 5. What You Need To Know about Statistics -- Ch. 6. Distribution, Collection and Analysis of Surveys -- Ch. 7. Are Your Assumptions Correct? -- Ch. 8. Employees - Frontline Ambassadors -- Ch. 9. How Do You Keep Your Customers? -- Ch. 10. How Customers Can Help You Beat the Competition -- Ch. 11. How Effective Are Your Marketing Efforts? -- Ch. 12. Do You Say What You Mean To Say? -- Ch. 13. Benchmarking: How Do You Measure Up? -- Ch. 14. Are You Investing Your Resources in the Right Places? -- Ch. 15. Planning Your Future -- Ch. 16. The Internet: Modern Electronic Communication -- Epilogue: A Call to Action
Summary
Provides information on how to get, evaluate and respond to customer feedback
