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7/29/2019 Book Peek - February 7, 2013 - Preview
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February 7, 2013 1 Book Peek
Quick look at a few booksBOOK PEEK
http://www.bookpeek.in/http://www.bookpeek.in/http://www.bookpeek.in/http://www.bookpeek.in/http://www.bookpeek.in/7/29/2019 Book Peek - February 7, 2013 - Preview
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February 7, 2013 2 Book Peek
Contents ofBook Peekdated February 7, 2013
Reviews Heart, Smarts, Guts, and Luck: What it takes to be an entrepreneur
and build a great business by Anthony K. Tjan, Richard J.
Harrington, and Tsun-Yan HsiehHarvard Making a Will Made Easy by V. K. Verma Macmillan 99 to 1: How wealth inequality is wrecking the world and what we can
do about it by Chuck Collins -Harper
Whose Sustainability Counts? BASIXs long march from microfinanceto livelihoods by Malcolm Harper, Lalitha Iyer, and Jane Rosser
Sage, Vistaar
On Message - Precision communication for the digital age by TheoTheobald -Viva
The Little Book of Big Customer Satisfaction Measurement by AjitRao, and Subhash ChandraSage
New arrivals - Harper
Short snatches The Wisdom of Ants: A short history of economics by Shankar
JaganathanTranquebar 14 Wealth-building Secrets of Value Investing by Ashu Dutt Vision
Books
The Ingo Chronicles: The Deep by Helen Dunmore -Harper Microfinance India: State of the Sector Report 2012 by Venugopalan
PuhazhendhiSage, Access
But Will the Planet Notice? How smart economics can save the worldby Gernot Wagner -Macmillan
Lead to Win: Discover the leader within by Harshit Bhavsar -Magna(Subscriptions:http://bit.ly/ShriMagz)
Disclaimer: "Management and editors do not necessarily agree with the views of
the authors in their articles, the guests in their videos, the readers in their letters,
and the query editors in their replies. The editors, authors and / or publishers
shall not be responsible for any kind of result generated out of any action taken on
the basis of suggestions, etc., made in any of the write ups, interviews contained inany part of the magazine or for any error, omission, commission to any person,
whether subscriber or otherwise. The copyright of all the materials printed herein
including articles, queries and replies etc., rests with the publishers".
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February 7, 2013 3 Book Peek
Customer basics
What is the connection between customer satisfaction,
relationship, strength, and loyalty? Should an organisation
try to achieve 100 percent customer satisfaction or delight?
Do customer expectations really change? How should anorganisation align brand promise and service delivery?
These are some of the questions that The Little Book of Big
Customer Satisfaction Measurement(Sage) by Nielsen
experts Ajit Rao, Subhash Chandra begins with. The intro
narrates a shocking anecdote of how even among the
senior-most managers there can be a complete lack of understanding of the
most basic principles of customer satisfaction.
Most managers were familiar with the models of customer satisfaction that
they were using but not with the underlying principles of the science of
customer satisfaction. The managers were mostly interested in the one
number (the customer satisfaction index) that would define the size of their
bonus.
The first basic truth in the book is that customer satisfaction is a leading
indicator of future business outcomes. In this, the work done by the
http://www.sagepublications.com/http://www.sagepublications.com/http://www.sagepublications.com/http://www.sagepublications.com/http://www.sagepublications.com/http://www.sagepublications.com/7/29/2019 Book Peek - February 7, 2013 - Preview
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February 7, 2013 4 Book Peek
American Customer Satisfaction Index (ACSI) stands out, the authors note,
because the work is conducted over several companies, across several years,
and is regularly updated.
The next truth is that customer satisfaction behaviour works as a hierarchy.
Stating that service quality or customer satisfaction is the most basic
foundation of customer loyalty, the authors caution that any loyalty which
is built in the absence of good service quality is short-lived.
Dell bought loyalty in the short run by keeping costs down but lost out in
the long run due to poor service quality. Loyalty of customers can be bought
in the short run by lowering prices, promotion, and incentives. But to build
strong loyalty and sustain it in the long run requires consistent high service
quality.
A striking insight in the book is to maximise customer complaints, by
providing many avenues and forums for the customers to complain.
In many organisations, customers are not encouraged to complain, often
inadvertently. Customers do not know whom to complain to? Or where to
complain? Even if they do know these details, there are barriers.
Imperative addition to your reading list.
http://www.sagepublications.com/7/29/2019 Book Peek - February 7, 2013 - Preview
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Infinite Verseby Amit KhannaHarper
The Cripple and His Talismans by Anosh Irani Fourth Estate (Harper)
Address for sending review copies of new books
New arrivals
http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://bit.ly/ShriMaphttp://bit.ly/ShriMaphttp://www.harpercollins.co.in/http://www.harpercollins.co.in/http://bit.ly/ShriMaphttp://bit.ly/ShriMaphttp://www.harpercollins.co.in/http://www.harpercollins.co.in/7/29/2019 Book Peek - February 7, 2013 - Preview
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Tales of a Journalist, Bureaucrat, Spy: From Partition to Operation Bluestar
by Som Nath Dhar -Harper
New arrival: Tales of a Journalist
http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/http://www.harpercollins.co.in/7/29/2019 Book Peek - February 7, 2013 - Preview
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Published by:Shrinikethan, Chennaihttp://bit.ly/ShriMap
Edited by:D. Murali http://bit.ly/dMurali http://bit.ly/TopTalk
February 7, 2013
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