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Recommended reading
James P. Womack: Lean Thinking: Banish Waste and Create Wealth in Your Corporation
Dan Ariely: Predictably Irrational: The Hidden Forces That Shape Our Decisions
Edward R. Tufte: The Visual Display of Quantitative Information, 2nd edition
Phil Rosenzweig: The Halo Effect: ... and the Eight Other Business Delusions That Deceive Managers
Nigel Hill: Customer Satisfaction: The customer experience through the customer's eyes
Links
- Thinking Like A Customer
Bill Self's blog - Stakeholder Satisfaction Magazine
An excellent source of satisfaction and loyalty data, articles and ideas. - The Leadership Factor
Satisfaction Measurement tips & resources
