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Satisfied Customer

Name: Satisfied Customer
Brand: PALGRAVE MACMILLAN
SKU: 04040835
Price: 6403 HUF
Availability: InStock
Author: Claes Fornell
ISBN: 9780230604063

Claes Fornell

Language

English

Book Paperback

Libristo code: 04040835

Publishers PALGRAVE MACMILLAN, January 2009

When faced with the choice between cutting costs or improving customer service, most companies focus... Full description

Libristo code: 04040835

44 b

6 403 Ft

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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.