The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell explains how to quantify and increase the value of a firm's customer relationships—what he calls the Customer Asset. Arguing that exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing, his conclusions about outreach strategy are bold and often surprising.

1100617614
The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell explains how to quantify and increase the value of a firm's customer relationships—what he calls the Customer Asset. Arguing that exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing, his conclusions about outreach strategy are bold and often surprising.

20.99 In Stock
The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

by Claes Fornell
The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

by Claes Fornell

Paperback(First Edition)

$20.99 
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Overview

In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell explains how to quantify and increase the value of a firm's customer relationships—what he calls the Customer Asset. Arguing that exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing, his conclusions about outreach strategy are bold and often surprising.


Product Details

ISBN-13: 9780230604063
Publisher: St. Martin's Publishing Group
Publication date: 11/25/2008
Edition description: First Edition
Pages: 256
Product dimensions: 5.80(w) x 8.80(h) x 0.80(d)

About the Author

Claes Fornell developed the American Customer Satisfaction Index. The founder and chairman of CFI Group, an international consulting firm with offices in ten countries, he is the Donald C. Cook Professor of Business at the Stephen M. Ross School of Business and the Director of the National Quality Research Center, both at the University of Michigan. He lives in Ann Arbor, Michigan.

Table of Contents

1. The Big Picture

2. The Science of Customer Satisfaction

3. Winners and Losers

4. Customer Satisfaction and Stock Returns

5. Things Aren't What They Seem: The Most Common Management Mistakes

6. Customer Asset Management and the Value of Satisfied Customers

7. Companies That Are Doing It Right

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