Everything you need to know in 120 pages.

Customer satisfaction is a sensitive subject among executives. Nobody really wants to hear the bad news of how your customer relationships 'need improvement.' Measuring Up! isn't a slap on the wrist - it's a good laugh at what most of us face every day - as customers, as CEOs, as human beings.

Measuring Up! is a mix of common sense, practical business insights and proven techniques to gain customer loyalty. Laugh and learn through 12 chapters that embrace the following:

1. What’s the Real Issue?
   Why is it important to know how to keep your customers satisfied? And, more importantly, how do we keep satisfied customers?


2. When Our Customers Talk, Who’s Listening?
   Are your customers advocating your business or driving opportunities away?


3. Readying Your Organization—A Leader and a Culture
   The leader of the customer satisfaction program must reside at the highest level of the organization in order to effectively champion a successful culture shift. Who within your organization can take on this vital role?


4. Why You Should Talk to the Customer
   Opening communication channels with your customers provides insight and creates opportunities.


5. Value, Mindset and the “How” of Approaching Customers
   What do your customers truly value about their relationship with your organization? What do they wish you would change? Are you prepared to hear the answers?


6. Who to Talk to, and in What Forums— Starting the Process
   Taking the first steps in designing a program that will truly work for your customers and your organization. Identify the optimum customer spokesperson(s) and how best to connect with them.


7. Focusing on Focus Groups
   What are "Focus Groups" anyway? When and how are they useful? Where do they fit into the process?


8. The Interview: an Integral Part of Everything
   Conversations with your customers are the vehicle for capturing the customer's perspective. How will we organize the information so we can take meaningful action?


9. Baselines and Evaluation Forms—Getting the Numbers
   What questions should you be asking, and in what order? Where do performance ratings apply and when are open-ended questions more suitable?


10. CSI’s, Measuring Satisfaction and the Fallacy Behind Chasing “Tens”
    Numbers, numbers everywhere … what does this all mean? And, more importantly, what should we do about it?


11. Creating a Customer Care Culture
    Customer care is more than customer service – how to use the CSM program to instill this fundamental philosophy into your organization.


12. Help from the Outside—Do We Need It?
    The pros and cons of mounting a do-it-yourself program versus engaging experts.

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