Customer Satisfaction: Tools, Techniques and Formulas for Success

Strongly recommended reading, Customer Satisfaction: Tools, Techniques, And Formulas For Success by Craig Cochran (Project Manager, Center for International Standards & Quality, Georgia Tech Economic Development Institute) is a slim, 93-page compilation of observations, advice, and techniques for proactively gauging customer perceptions and then aggressively acting on the findings thereby acquiring a competitive advantage in today crowded and rapidly evolving markets. Tools and specific instructions are laid out in a thoroughly "user friendly" manner and range from the very basic to the rather sophisticated. Informed and informative, Customer Satisfaction is one of those easily assimilated compilations that will rapidly translate to an improved bottom line regardless of the nature of a businesses products or services.

There were three things I really liked about this book: 1) Every page had something of value on it. There's no filler. I never found myself turning a page and asking, `what the heck did I just read?' 2) The customer satisfaction concepts were presented in the most simple manner possible. Anybody at any level of a company can understand and use the book. Right now, my V.P. of Operations and one of my 18 year old co-op students are reading it, and they're both getting some good ideas. 3) The book includes a wide range of tools, along with instructions on how to use and how not to use each one. In summary, this is a good, practical book you can start using before you're even done reading it.

If you're looking for a bunch of heavy, theoretical philosophizing on customer satisfaction, then you'll hate this book. If you're looking for practical, common-sense methods for understanding what customers think and doing something about it, then you'll love it. I found this book to be the most clear and concise guide yet for actually doing something to improve customer satisfaction. My company has already begun using two of the methods, with very good results. Highly recommended.