The Satisfied Customer: Winners And Losers In The Battle For Buyer Preference

The Satisfied Customer: Winners And Losers In The Battle For Buyer Preference

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SKU: DADAX0230604064
Brand: St. Martin's Griffin
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In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this mustread 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 relationshipswhat 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.

⚠️ WARNING (California Proposition 65):

This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.

For more information, please visit www.P65Warnings.ca.gov.

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