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Michael D. Johnson and Anders Gustafsson
IMPROVING CUSTOMER SATISFACTION, LOYALTY, AND PROFIT
Turn customer insights into measurable outcomes with a system that drives satisfaction, builds loyalty, and grows profit.
Master Marketing strategies from the world's leading business books!
Core Biz Category:
Marketing
What Will You Learn?
Scientific customer measurement creates predictable satisfaction and profit improvements – This comprehensive guide links customer metrics to financial outcomes systematically.
This comprehensive satisfaction science summary and key takeaways explain:
- Satisfaction Modeling - Use statistical methods to identify satisfaction drivers and profit impact
- Lens of the Customer - Measure quality through customer perception, not internal standards
- Strategic Linkage - Connect satisfaction improvements directly to financial performance metrics
- Continuous Improvement - Build feedback loops that drive systematic enhancement
What most summaries miss: Johnson's models predict ROI of satisfaction investments with 85% accuracy.
Improve scientifically with Click.Apply.Grow™: Model satisfaction drivers tomorrow. Prioritize by profit impact. Track financial outcomes. Companies using scientific satisfaction methods achieve 31% margin improvement.
Measure scientifically. Profit predictably.
About the Author
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