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Book Peek - February 7, 2013 - Preview

Book Peek - February 7, 2013 - Preview

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Published by D. Murali
Reviews of Heart, Smarts, Guts, and Luck-Anthony K. Tjan et al.; Making a Will Made Easy-V. K. Verma; 99 to 1-Chuck Collins; Whose Sustainability Counts-Malcolm Harper et al.; On Message-Theo Theobald; The Little Book of Big Customer Satisfaction Measurement-Ajit Rao, Subhash Chandra. Also: The Wisdom of Ants-Shankar Jaganathan; 14 Wealth-building Secrets of Value Investing-Ashu Dutt; The Ingo Chronicles: The Deep-Helen Dunmore; Microfinance India-Venugopalan Puhazhendhi; But Will the Planet Notice-Gernot Wagner; Lead to Win-Harshit Bhavsar.
Reviews of Heart, Smarts, Guts, and Luck-Anthony K. Tjan et al.; Making a Will Made Easy-V. K. Verma; 99 to 1-Chuck Collins; Whose Sustainability Counts-Malcolm Harper et al.; On Message-Theo Theobald; The Little Book of Big Customer Satisfaction Measurement-Ajit Rao, Subhash Chandra. Also: The Wisdom of Ants-Shankar Jaganathan; 14 Wealth-building Secrets of Value Investing-Ashu Dutt; The Ingo Chronicles: The Deep-Helen Dunmore; Microfinance India-Venugopalan Puhazhendhi; But Will the Planet Notice-Gernot Wagner; Lead to Win-Harshit Bhavsar.

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Published by: D. Murali on Mar 21, 2013
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February 7, 2013 1
Book Peek
 
 
February 7, 2013 2
Book Peek
 
Contents of  Book Peek dated February 7, 2013
Reviews
 
‘Heart, Smarts, Guts, and Luck: What it takes to be an entrepreneurand build a great business’ by Anthony K. Tjan
, Richard J.Harrington, and Tsun-Yan Hsieh
 – 
 
‘Making a Will Made Easy’ by V. K. Verma – 
 
‘99 to 1: How wealth inequality is wrecking the worl
d and what we can
do about it’ by Chuck Collins
 
‘Whose Sustainability Counts? BASIX’s long march from microfinanceto livelihoods’ by Malcolm Harper, Lalitha Iyer, and Jane Rosser – 
 Sage,Vistaar
 
‘On Message
-
Precision communication for the digital age’ by Theo
 Theobald - Viva 
 
‘The Little Book of Big Customer Satisfaction Measurement’ by Ajit
Rao, and Subhash Chandra
 – 
New arrivals
-
Harper
Short snatches
 
‘The Wisdom of Ants: A short history of economics’ by Shankar
 Jaganathan
 – 
 
‘14 Wealth
-
building Secrets of Value Investing’ by Ashu Dutt – 
 
‘The Ingo Chronicles: The Deep’ by Helen Dunmore
 
‘Microfinance India: State of the Sector Report 2012’ by Venugopalan
Puhazhendhi
 – 
 Sage,Access
 
‘But Will the Planet Notice? How smart economics can save the world’ 
by Gernot Wagner - Macmillan 
 
‘Lead to Win: Discover the leader within’ by Harshit Bhavsar
 
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 publishersshall not be responsible for any kind of result generated out of any action taken onthe 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 hereinincluding articles, queries and replies etc., rests with the publishers".
 
 
February 7, 2013 3
Book Peek
 
Customer basics
What is the connection between customer satisfaction,relationship, strength, and loyalty? Should an organisationtry 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 Nielsenexperts Ajit Rao, Subhash Chandra begins with. The intronarrates a shocking anecdote of how even among thesenior-most managers there can be a complete lack of understanding of themost 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 onenumber (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

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