Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
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...
Search in google:
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
