ASQ Customer Satisfaction & Value Publications

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ASQ BOOKS & STANDARDS - QUALITY CUSTOMER SATISFACTION & VALUE

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P1383	Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits	2009
H0689	Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed	1993
H0922	Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs	1997
H0926	Measuring and Managing Customer Satisfaction: Going for the Gold	1996
H0972	Online Customer Care: Applying Today's Technology to Achieve World-Class Customer Interaction	1998
H0983	Quality Problem Solving	1998
H1022	Analysis of Customer Satisfaction Data	2000
H1080	Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results	2001
H1085	Linking Customer and Employee Satisfaction to the Bottom Line	2002
H1090	Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification	2002
H1162	Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development	2003
H1172	The Customer Care and Contact Center Handbook	2003
H1173	Customer Satisfaction Toolkit for ISO 9001:2000	2003
H1182	Customer Satisfaction Research Management	2004
H1248	Everyday Excellence: Creating a Better Workplace through Attitude, Action, and Appreciation	2006
H1253	Value-Driven Channel Strategy: Extending the Lean Approach	2006
H1274	Competing for Customers and Winning with Value: Breakthrough Strategies for Market Dominance	2006
H1275	Strategic Six Sigma for Champions: Keys to Sustainable Competitive Advantage	2006
H1292	Managing the Customer Experience: A Measurement-Based Approach	2007
H1339	Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods	2008
H1371	Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty	2010
H1374	Superior Customer Satisfaction and Loyalty: Engaging Customers to Drive Performance	2010
P1247	Beyond Six Sigma: Profitable Growth through Customer Value Creation	2006
P1307	Manual de Centros de Atencion al Cliente	2007
P1322	The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference	2007
P1339	The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company	2008
P1375	Customer-Driven Operations Management: Aligning Business Processes and Quality Tools to Create Operational Effectiveness in Your Company	2009
T813	ANSI/ISO/ASQ Q10002-2004: Quality management — Customer satisfaction — Guidelines for complaints handling in organizations	2006

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The American Society for Quality (ASQ), formerly known as the American Society for Quality Control (ASQC), is a knowledge-based global community of quality control experts, dedicated to the promotion and advancement of quality tools, principles, and practices in ther workplaces and in their communities.


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