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Książka Satisfied Customer Claes Fornell

Satisfied Customer

Autor: Claes Fornell
Język: Angielski
Oprawa: Miękka
Wydawca: PALGRAVE MACMILLAN
Dostępność: Dostępna u dostawcy
Wysyłamy za 9-15 dni
67.95 zł
When faced with the choice between cutting costs or improving customer service, most companies focus...

Informacje o książce

Autor
Claes Fornell
Język
Angielski
Oprawa
Książka - Miękka
Data wydania
2009
strony
256
EAN
9780230604063
ISBN
0230604064
Enbook ID
04040835
Wydawca
PALGRAVE MACMILLAN
Waga
302
Wymiary
145 x 225 x 18

Pełny opis

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.

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