{"product_id":"9781902433981","title":"The Customer Satisfaction Audit","description":"An 8-step audit to ensure that your organisation stays focused on customer needs\u003cbr\u003eThe only sustainable competitive advantage is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well developed and coherent customer satisfaction process linked to operating strategies and plans. \u003cp\u003eThis audit is the ideal business tool for any company seeking to analyse and improve customer satisfaction levels. It first explains the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which to implement an effective customer service programme.\u003c\/p\u003e\u003cp\u003eThe audit sets out questions that you will ask at each of these eight stages: \u003c\/p\u003e\u003cp\u003eUnderstand customer requirements \u003cbr\u003eAnalyse current capabilities \u003cbr\u003eAssess competitors' capabilities \u003cbr\u003eIdentify gaps \u003cbr\u003eIdentify options to gain strategic service advantage \u003cbr\u003eAnalyse trade-offs \u003cbr\u003eSelect service dimensions \u003cbr\u003eStructure service offerings and set goals \u003cbr\u003eOverall, the audit will help you to:\u003c\/p\u003e\u003cp\u003eUnderstand and define customers' needs and requirements \u003cbr\u003eAnalyse your current capabilities \u003cbr\u003eAssess your competitors' capabilities \u003cbr\u003eMeasure gaps between your capabilities and your customers' requirements \u003cbr\u003eCompare the options for gaining a strategic service advantage \u003cbr\u003eAnalyse costs, benefits, risks and trade-offs \u003cbr\u003eDevelop new strategies, prioritise initiatives and apportion resources.\u003c\/p\u003e","brand":"CAMBRIDGE STRATEGY PUBLICATIONS","offers":[{"title":"Default Title","offer_id":47033053511920,"sku":"9781902433981","price":215.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781902433981_p0.jpg?v=1763612123","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781902433981","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}