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…
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Produktdetails
- ISBN: 978-0-230-60406-3
- EAN: 9780230604063
- Produktnummer: 3714006
- Verlag: St. Martin's Griffin
- Sprache: Englisch
- Erscheinungsjahr: 2008
- Seitenangabe: 256 S.
- Masse: H22.9 cm x B15.2 cm x D1.5 cm 399 g
- Abbildungen: Paperback
- Gewicht: 399
Über den Autor
Claes Fornell
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