The Satisfied Customer - Winners and Losers in the Battle for Buyer Preference (Paperback)

When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is 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 presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships - what he calls the Customer Asset.

General

Imprint:	Palgrave Macmillan
Country of origin:	United Kingdom
Release date:	November 2008
First published:	November 2008
Authors:	Claes Fornell
Dimensions:	223 x 145 x 17mm (L x W x T)
Format:	Paperback
Pages:	247
ISBN-13:	978-0-230-60406-3
Categories:	Books > Business & Economics > Business & management > Business strategy Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	0-230-60406-4
Barcode:	9780230604063

Is the information for this product incomplete, wrong or inappropriate? Let us know about it.

Does this product have an incorrect or missing image? Send us a new image.

Is this product missing categories? Add more categories.

Review This Product

No reviews yet - be the first to create one!