Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including...

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining und...

In an increasingly polarized age, culture wars are everywhere. They are often criticized as superficial or confected disagreements designed to distract us from more important issues. Is this true, or are they rather more fundamental than that?In this thoughtful and passionate intervention, renowned theologian and moral philosopher Nigel Biggar argues that 'culture wars' are in fact political and moral debates that cut to the very quick of some of the most substantial questions of o...

Josh Thistlethwaite, is typical of many youngsters, he hates rules and being told what to do. One afternoon, he somehow finds himself in a strange town, where there are no rules, or people just ignore them. Through a series of weird adventures, Josh discovers for himself why rules and organisation are necessary in society. He becomes desperate to return home, and a normal life.. Even this isn’t easy, but a flying train helps him out. Was this all a dream, or did it all really happen? Decid...

Contemporary Coloproctology covers colorectal surgery, as practiced today, in an easily accessible format with emphasis on bringing key facts rapidly into focus. It is ideal reading both for the medical trainee and the practicing colorectal surgeon.As well as a succinct presentation of the current colorectal knowledge base, each chapter contains practical advice and pearls of wisdom from established practicing clinicians. A unique feature of the format is the identificatio...

'Will have you in stitches' The Irish Times'He's almost certainly not the hero you ordered, but he's the hero we need right now' Dave Gorman'I nearly stopped breathing twice as I was laughing so much. Glorious." Dom Joly'Probably the funniest thing I've read this year' Rufus HoundGet ready for the online adventures of one man who just wants to make friendsAnd...

The Mastery of Customer Service in Careers highlights the experiences of three high school buddies who reached the pinnacle of their careers in service.The three men–a general, a medical doctor who founded a successful chain of wellness clinics, and a professor who serves as director of a global hotel business– recount the career challenges they faced and their pathways to success. Along with a highly accomplished daughter of one of the men, they provide i...

Telling the story of their lives from children to modern day, this fascinating and revelatory new book will look at the fraught relationship (and fiery rivalry) between King Charles and Prince Andrew.Raised for vastly different futures, one burdened with the responsibility of becoming the future king and the other destined to live in his shadow, Charles and Andrew have spent their lives on different sides of the same coin.War of the Windsors tells,...

**Brought to you by Penguin.As lead presenter for Sky Sports Formula One live coverage, Simon Lazenby is at the centre of Grand Prix race-weekend action. In this book, he takes us off camera to give us exclusive, behind-the-scenes access to the people who power this multi-billion-pound sport.**Drawing on over a decade’s accumulated first-hand knowledge and connections across the paddock, Simon talks to key experts and professionals within the teams and the overall organisat...

Brought to you by Puffin.A wonderful audio edition of twenty-four stories, narrated by David Oyelowo.*Including an exclusive WHERE'S SPOT? song, to sing along to!*Join Spot, the mischievous puppy, and all his friends, as they embark on a range of fun-filled adventures!Get ready for a summer full of sunshine with picnics, fun fairs and adventures in the garden, to a spring full of dressing up, playing togethe...

Asynchronous telecommuting meets the radioplay for this comedic send-up of AI-narrated audiobooks.

Telecommuting meets the radioplay for this comedic send-up of AI-narrated audiobooks: spanning 56 minutes 29 seconds of one-hundred-&-seventy-something pages provided with its audio, COVID-19 fictionalization stages theater across twenty-two individuals who recorded asynchronously via devised production.