Satisfied Customer

ISBN-13: 9780230604063 / Angielski / Miękka / 2008 / 256 str.

Claes Fornell

Opis

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.

Spis treści

- The Big Picture - The Science of Customer Satisfaction - Winners and Losers - Customer Satisfaction and Stock Returns - Things Aren't What They Seem: The Most Common Management Mistakes - Customer Asset Management and the Value of Satisfied Customers - Companies That Are Doing It Right