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 relationshipswhat 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 relationshipswhat 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.
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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
256
The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
256Paperback(First Edition)
$20.99
20.99
In Stock
Product Details
ISBN-13: | 9780230604063 |
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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) |
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