Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.

Evolutionary theory is all the rage, but how accurate is the information we are being fed? Jim Alexander casts a critical eye over the new popular concensus, addressing important issues in one of the key debates in modern society.

In the 1880s, a Brooklyn baseball manager plotted to steal pitching signs and alert batters with a hidden electrical wire. In 1951, the Brooklyn Dodgers were robbed of a pennant via a sign-stealing scheme involving a center field office, a telescope and a button connected to the bullpen phone. In 2019, the Los Angeles Dodgers were robbed of a World Series championship via a sign-stealing system involving a TV camera, a monitor, a trash can and a bat. History has often repeated itself around the Dodgers franchise. From their beginnings as the Brooklyn Atlantics to their move from Flatbush to L.A. and into the 21st Century, the Dodgers and have seen heartbreaking losses and stirring triumphs, broken the color barrier, turned the game into a true coast-to-coast sport and produced many Hall of Famers, This is their story.