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Könyv Satisfied Customer Claes Fornell

Satisfied Customer

Szerző: Claes Fornell
Nyelv: Angol
Kötés: Puha kötésű
Kiadó: PALGRAVE MACMILLAN
Elérhetőség: Beszállítói készleten
Küldés 9-15 napon belül
6 254 Ft
When faced with the choice between cutting costs or improving customer service, most companies focus...

Információk a könyvről

Szerző
Claes Fornell
Nyelv
Angol
Kötés
Könyv - Puha kötésű
Kiadva
2009
oldal
256
EAN
9780230604063
ISBN
0230604064
Enbook ID
04040835
Kiadó
PALGRAVE MACMILLAN
Súly
302
Méretek
145 x 225 x 18

Teljes leírás

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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