SATISFIED CUSTOMER - Claes Fornell
-40% koodiga BOOKS
Saadetis 10-16 tööpäeva jooksul
30-päevane tagastamisõigus
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 ... Täielik kirjeldus
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Kirjeldus
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.
Lisateave
| Autor | Claes Fornell |
|---|---|
| Kirjastaja | St. Martin's Griffin |
| Väljalaskeaasta | 2008 |
| Kaanetüüp | Pehme kaanega |
| EAN | 9780230604063 |