Satisfied Customer

Name: Satisfied Customer
Brand: PALGRAVE MACMILLAN
SKU: 9780230604063
Price: 16.07 EUR
Availability: InStock

Автор: Claes Fornell

Език:

Корици: С меки корици

Издател: PALGRAVE MACMILLAN

Наличност: Външен склад

Изпращаме след 9-15 дни

16.07 € 31.43 лв

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

Информация за книгата

Автор

Claes Fornell

Език

Английски език

Корици

Книга - С меки корици

Издадена

2009

страници

256

EAN

9780230604063

ISBN

0230604064

Enbook ID

04040835

Издател

PALGRAVE MACMILLAN

Теглоt

302

Размери

145 x 225 x 18

Пълно описание

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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