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.
ASIN: 0230604064
VSKU: 56JR8Y00078V_ns
Condition: Acceptable
Author/Artist:Fornell, Claes
Binding: Paperback
Note: Any images shown are stock photographs and product may differ from what is shown.
Condition Notes: This book is a well used but readable copy. Integrity of the book is still intact with no missing pages. May have considerable notes or highlighting. Cover image on the book may vary. Ships out quickly in a secure plastic mailer!