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Satisfied Customer

Name: Satisfied Customer
Brand: PALGRAVE MACMILLAN
SKU: 9780230604063
Price: 15.02 EUR
Availability: InStock

Autor: Claes Fornell

Jazyk:

Väzba: Brožovaná

Vydavateľ: PALGRAVE MACMILLAN

Dostupnosť: Skladom u dodávateľa

Odosielame za 9-15 dní

15.02 €

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

Informácie o knihe

Autor

Claes Fornell

Jazyk

Angličtina

Väzba

Kniha - Brožovaná

Vydalo

2009

Stránok

256

EAN

9780230604063

ISBN

0230604064

Enbook ID

04040835

Vydavateľ

PALGRAVE MACMILLAN

Hmotnosť

302

Rozmery

145 x 225 x 18

Kompletný popis

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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