Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case...

2023-2024 edition Spiritual seekers and travelers will find all the resources they need to walk the Way of St. James in this complete set of maps and town plans covering the sacred route from Lisbon, via Porto, to Santiago de Compostella, including the alternate coastal route. The 2023-2024 edition also includes a Spiritual Variant and a Littoral Path. This newly updated, portable travel companion is light enough to carry while walking long distances each day and contains maps with locations of all pilgrim hostels, the distances between villages, and points of interest, as well as...