Customer Satisfaction and Profitability
MBM/App 1.1: Customer Satisfaction and Profitability
    The Customer Compass
    How to Underwhelm Customers and Shareholders
    Customer Focus, Customer Satisfaction, and Profitability
    Customer Satisfaction and Company Stock Price
Customer Satisfaction—A Key Marketing Performance Metric
    Measuring Customer Satisfaction
    A Wide-Angle View of Customer Satisfaction
    Customer Satisfaction Analytic
Customer Satisfaction and Customer Profitability
MBM/App 1.8: Customer Satisfaction Profit Impact Analytic
Customer Satisfaction and Performance
    Financial Outcomes: Sales, Gross Margins, and Operating Income
    Customer Outcomes: Customer Retention and Customer Attraction
Industry Differences in Customer and Financial Outcomes
Estimating Customer Retention
Estimating Customer Attraction
    Customer Outcomes: Customer Retention and Attraction
    Customer Satisfaction’s Financial Impact
    Customer Retention and Customer Life Expectancy
Customer Lifetime Value
MBM/App 1.15: Customer Lifetime Value
Net Promoter Score
Home Depot: Benchmark Company Performance
Building a Customer-Focused Organization
    Building Customer Focus
        Senior Management Leadership
        Employee Customer Training
        Customer Feedback
    Customer Experience, Solutions, and Complaints
        Customer Experience
        Customer Solutions
        Customer Complaints
    Loyalty Programs and Dissatisfaction
        Loyalty Programs
        Managing Customer Dissatisfaction
        Managing Customer Complaints
Summary