Low Hanging Fruit & Pizzas in Shanghai – pages 28 – 29 DMI – a 24-hour sales operation?
Beyond Customer Satisfaction – Business Synergetics International white paper – Beyond_Customer_Satisfaction
Abram Pulman Steel – a 30% increase in sales revenues
A six-step guide to getting the most from a customer base, published in the B2B Marketing Magazine
A two-prong approach to B2B customer satisfaction surveys in Quirk’s Marketing Research Review
Quality World magazine – getting a more valid response rate
Professor Fred Reichheld and the Net Promoter Score
And finally, this is how not to word a survey.