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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 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.
| Autorius: | Claes Fornell |
| Leidėjas: | St. Martin's Griffin |
| Išleidimo metai: | 2008 |
| Knygos puslapių skaičius: | 256 |
| ISBN-10: | 0230604064 |
| ISBN-13: | 9780230604063 |
| Formatas: | 229 x 152 x 16 mm. Knyga minkštu viršeliu |
| Kalba: | Anglų |
Parašykite atsiliepimą apie „SATISFIED CUSTOMER“
