The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference (平装)
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品牌: Claes Fornell
基本信息出版社:PALGRAVE TRADE (2008年11月25日)平装:256页ISBN:0230604064条形码:9780230604063产品尺寸及重量:22.1 x 14.7 x 1.8 cm ; 300 gASIN:0230604064
商品描述内容简介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.媒体推荐A leading expert redefines customer service for the twenty-first century