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

Product ID: 709412

Release Date: 2008-11-25
Publication Date: 2008-11-25
Author(s):Claes Fornell
Binding: Paperback
Number of Pages: 256
Publisher: Palgrave Macmillan
ISBN: 0230604064
ISBN13: 9780230604063

Details


SKU	0230604064
Weight	0.20 Kgs
Price:	HK$136.00

Stock Details and Delivery


Warehouse	Stock	Estimated Delivery Date
Hong Kong	No item(s) available
US Warehouse 1	No item(s) available
US Warehouse 2	No item(s) available
On Order	10 item(s) on order	2 to 8 weeks

When will you get your order: Products in our Hong Kong warehouse are delivered within 2 business days. Click here to list items in stock, or consider sending a gift certficate if you're looking for last minute gifts. Items in stock in our US warehouses will be delivered around the displayed dates. Items on order will be delivered as soon as they arrive in one of our warehouses. This can take 2-8 weeks or longer for unpublished titles. Please contact us if you need more information.

Options


Quantity	Out of stock

Customers Also Bought

Executing Your Strategy: How to Break It Down and Get It Done	What the Customer Wants You to Know: How Everybody Needs to Think Differently About Sales	Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System	The Ultimate Question: Driving Good Profits and True Growth	Human Sigma: Managing the Employee-Customer Encounter

Description

Product Description

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.

Editorial Descriptions are usually submitted by the manufacturers, publishers and authors. Contact u s if you are one of them, and wish to change the above description.

Reviews

Customer feedback

Product rating

Voting

Customer Reviews

There have been no reviews for this product.

The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference :: 0230604064

Description

Reviews

Customer feedback

Send to Friend

Send to friend