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This book stands out as it explains the subject of customer satisfaction in the most simple way. This book can be adopted by practitioners as a toolkit to create increased shareholder value and profits for all the stakeholders involved. Hence, this is a practical handbook for all marketing professionals and CEOs…The book follows an easy and conversational style that makes it a suitable…[and] a must read for anybody who is in the customer service, research, relationship management, customer engagement and marketing domain.
The book provides good understanding of customer satisfaction concepts, and I believe that it has accomplished its objective.
The authors build a compelling case to look at customer satisfaction in a holistic manner and linking it to business success.
Read at leisure, move to the next chapter only after you have considered how you can implement what you have read in your business.