SATISFIED CUSTOMER - Claes Fornell
-20% with code BOOKS
Shipping in 10-16 days
30-day return policy
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 ... Full description
You May Also Like
TOP
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
-20% with code BOOKS
In stock at our supplier
TOP
Never Split the Difference: Negotiating as if Your Life Depended on It
-20% with code BOOKS
In stock
TOP
The 7 Habits of Highly Effective People. 30th Anniversary Edition: Powerful Lessons in Personal Change
Jim Collins, Sean Covey, Stephen R. Covey
-20% with code BOOKS
In stock
TOP
Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity
-20% with code BOOKS
In stock at our supplier
TOP
The Psychology of Money: Timeless Lessons on Wealth, Greed, and Happiness
-20% with code BOOKS
In stock
TOP
The Infinity Machine: Demis Hassabis, DeepMind, and the Quest for Superintelligence
-20% with code BOOKS
In stock at our supplier
TOP
Legacy: What The All Blacks Can Teach Us About The Business Of Life
-20% with code BOOKS
In stock at our supplier
TOP
Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones
-20% with code BOOKS
In stock at our supplier
TOP
Vienna: How the City of Ideas Created the Modern World
-20% with code BOOKS
In stock at our supplier
TOP
1873: The Rothschilds, the First Great Depression, and the Making of the Modern World
-20% with code BOOKS
In stock at our supplier
TOP
E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It
-20% with code BOOKS
In stock at our supplier
TOP
The Lean Startup: How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses
-20% with code BOOKS
In stock
TOP
Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity
-20% with code BOOKS
In stock at our supplier
TOP
Influence: The Psychology of Persuasion
-20% with code BOOKS
In stock at our supplier
TOP
Co-Intelligence: Living and Working with AI
-20% with code BOOKS
In stock at our supplier
TOP
The First 90 Days: Proven Straegies for Getting up to Speed faster and smarter
-20% with code BOOKS
In stock at our supplier
TOP
Surrounded by Idiots Revised & Expanded Edition: The Four Types of Human Behavior and How to Effectively Communicate with Each in Business (and in Life)
-20% with code BOOKS
In stock at our supplier
TOP
The Common Good Economy: A New Compass
-20% with code BOOKS
In stock at our supplier
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.
More Information
| Author | Claes Fornell |
|---|---|
| Publisher | St. Martin's Griffin |
| Release year | 2008 |
| Cover type | Softcover |
| EAN | 9780230604063 |