Auf Lager:
1
Buch (Softcover): Fachbuch
Satisfied Customer
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Verlag:
St. Martin's Griffin Unsere-Artikel-Nr.: MK674V9
EAN: 9780230604063
Auf Lager:
1
Zustellung: Di, 26.05.2026
Versand: Kostenlos
CHF 38.25
Beschreibung
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.
Spezifikationen
Sprache
- Englisch
Autor
- Claes Fornell
Erscheinungsjahr
- 2008
Format
- Buch (Softcover)
Anzahl Seiten
- 256