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Satisfied Customer by Fornell, Claes -Paperback
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eBay item number:134217769387
Item specifics
- Condition
- ISBN-13
- 9780230604063
- PublicationDate
- 25-Nov-08
- CategoryBH
- Business/Economics
- Book Title
- Satisfied Customer
- Title
- Satisfied Customer by Fornell, Claes -Paperback
- DescriptionBH
- In our service economy, the most important asset is tough to quan
- BookTitle
- Satisfied Customer
- ISBN
- 9780230604063
- Publication Year
- 2009
- Type
- Textbook
- Format
- Paperback
- Language
- English
- Publication Name
- The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
- Item Height
- 225mm
- Publisher
- Palgrave Macmillan
- Item Width
- 145mm
- Subject
- Marketing, Business
- Item Weight
- 302g
- Number of Pages
- 256 Pages
About this product
Product Information
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.
Product Identifiers
Publisher
Palgrave Macmillan
ISBN-13
9780230604063
eBay Product ID (ePID)
96623837
Product Key Features
Publication Name
The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
Format
Paperback
Language
English
Subject
Marketing, Business
Publication Year
2009
Type
Textbook
Number of Pages
256 Pages
Dimensions
Item Height
225mm
Item Width
145mm
Item Weight
302g
Additional Product Features
Country/Region of Manufacture
United Kingdom
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:134217769387
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