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Satisfied Customer
Claes Fornell (Author)
·
Griffin
· Paperback
Satisfied Customer - Claes Fornell
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Origin: U.S.A.
(Import costs included in the price)
It will be shipped from our warehouse between
Monday, June 24 and
Wednesday, July 10.
You will receive it anywhere in United Kingdom between 1 and 3 business days after shipment.
Synopsis "Satisfied Customer"
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.
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All books in our catalog are Original.
The book is written in English.
The binding of this edition is Paperback.
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