Books Published by Cogent
Customer Satisfaction -
The Customer Experience Through The Customer's Eyes
www.customersatisfactionbook.comCustomer Satisfaction is our latest title in the field of satisfaction measurement and the customer's experience. It's been written by Nigel Hill and co-authors Greg Roche and Rachel Allen who are all experts in customer satisfaction measurement at The Leadership Factor Limited.
On this website you can contact us, download a sample chapter of the book and find out the latest news. We'd love to hear from you with your comments, feedback and suggestions.
This book is based on the premise that organisations succeed by doing best what matters most to customers. Human beings seek pleasurable experiences and avoid painful ones, so tend to return to companies that meet or exceed their requirements whilst shunning organisations that fail to meet them. These self-evident truths are most easily described by the phrase 'customer satisfaction and loyalty'. Customers whose needs are met or exceeded by an organisation form favourable attitudes about it. Since people's attitudes drive their future behaviours, highly satisfied customers usually display loyal behaviours such as staying with the company longer, buying more and recommending it - all of which are highly profitable to the company concerned. This book is about how organisations can accurately monitor customers' attitudes (satisfaction)
in order to make decisions that will drive favourable customer behaviours (loyalty), thus making them more profitable - a concept that is simple as well as sensible.
The Together Company -
Rewarding what matters most to people and organisations
www.thetogethercompany.co.ukThe Together Company is our latest title in the field of employee reward and recognition. It's been written by Raymond Robertson who is a leading authority on reward management.
On this website you can contact us, download a sample chapter of the book and find out the latest news. We'd love to hear from you with your comments, feedback and suggestions.
This book is a practical guide to the key role of reward and recognition strategies in business performance.
Imagine a company where people work together toward common objectives which they all understand and agree with; where everybody behaves in ways which are right for customers and long term growth; and where people are rewarded on the basis of their contribution and feel that they are. This is a company business leaders would like to create and people would choose to work for.
The Together Company sets out a three-part reward framework for implementing reward practices that deliver “what matters most to organisations” and “what matters most to employees”. The book sets out:
* Reward Essentials – the practices we have to get right before anything else because they underpin how people are rewarded and managed more generally. The practices are rewarding performance, fair performance review, a pay framework, understanding your employment market, and equal pay.
* Reward Choices – the key practices which support (sometimes drive) the core business objectives of the together company. The practices are rewarding team excellence, rewarding customer satisfaction, sharing financial success and rewarding business leaders.
* Reward Extras – the practices which help build and retain a culture where people feel valued and keep them informed about what matters most and what they can receive in return. The practices are customised reward strategies, recognition, a rewarding workplace and reward communications.
Learn how reward and recognition strategies can help your organisation work smarter, satisfy customers, generate profits and growth, encourage people to think like owners and create a great place to work. Learn how to become a Together Company.
