The Satisfied Customer is popular PDF and ePub book, written by Claes Fornell in 2007-11-27, it is a fantastic choice for those who relish reading online the Business & Economics genre. Let's immerse ourselves in this engaging Business & Economics book by exploring the summary and details provided below. Remember, The Satisfied Customer can be Read Online from any device for your convenience.
The Satisfied Customer Book PDF Summary
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 customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.
Detail Book of The Satisfied Customer PDF
- Author : Claes Fornell
- Release : 27 November 2007
- Publisher : St. Martin's Press
- ISBN : 9780230608627
- Genre : Business & Economics
- Total Page : 272 pages
- Language : English
- PDF File Size : 14,9 Mb
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