The Satisfied Customer
Winners and Losers in the Battle for Buyer Preference
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 c…
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Produktdetails
- ISBN: 978-0-230-60862-7
- EAN: 9780230608627
- Produktnummer: 13943799
- Verlag: St. Martin's Publishing Group
- Sprache: Englisch
- Erscheinungsjahr: 2007
- Seitenangabe: 256 S.
- Plattform: EPUB
- Masse: 1'004 KB
- Auflage: First Edition
Über den Autor
Claes Fornell
4 weitere Werke von Claes Fornell:
The Reign of the Customer
Winners and Losers in the Battle for Buyer Preference
Winners and Losers in the Battle for Buyer Preference
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