The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
(eBook)

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Book Cover Information

Hoopla Extract Information

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(
    [year] => 2007
    [artist] => Claes Fornell
    [fiction] => 
    [coverImageUrl] => https://cover.hoopladigital.com/mcm_9780230608627_270.jpeg
    [titleId] => 13986074
    [isbn] => 9780230608627
    [abridged] => 
    [language] => ENGLISH
    [profanity] => 
    [title] => The Satisfied Customer
    [demo] => 
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    [pages] => 256
    [children] => 
    [artists] => Array
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            [0] => stdClass Object
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                    [name] => Claes Fornell
                    [artistFormal] => Fornell, Claes
                    [relationship] => AUTHOR
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    [genres] => Array
        (
            [0] => Business & Economics
            [1] => Consumer Behavior
            [2] => Customer Relations
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    [price] => 1.2
    [id] => 13986074
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    [synopsis] => 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.
    [url] => https://www.hoopladigital.com/title/13986074
    [pa] => 
    [subtitle] => Winners and Losers in the Battle for Buyer Preference
    [publisher] => St. Martin's Publishing Group
    [purchaseModel] => INSTANT
)