SATISFIED CUSTOMER - Claes Fornell
-25% koodilla BOOKS
Toimitus 10-16 arkipäivässä
30 päivän palautusoikeus
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 ... Täydellinen kuvaus
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Kuvaus
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.
Lisätietoja
| Kirjoittaja | Claes Fornell |
|---|---|
| Julkaisija | St. Martin's Griffin |
| Julkaisuvuosi | 2008 |
| Kannen tyyppi | Pehmeäkantinen |
| EAN | 9780230604063 |