Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
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A leading expert redefines customer service for the twenty-first century
List of Figures and Tables viiIntroduction 1The Big Picture 31The Science of Customer Satisfaction 63When Customer Satisfaction Matters and When It Doesn't 99Customer Satisfaction and Stock Returns: The Power of the Obvious 133Things Aren't Always What They Seem: Inadvertently Damaging Customer Assets 155Customer Asset Management: Offense Versus Defense 181Putting the Numbers to Work 211Notes 231Index 239
