Satisfied Customer by Claes Fornell
Look inside with Google Book Preview
Satisfied Customer
By Claes Fornell

The Satisfied Customer

Winners and Losers in the Battle for Buyer Preference

By (author) See other recent books by Claes Fornell
Format: Paperback

Normal Price: $39.87
Your Price: $35.89 AUD, inc. GST
Shipping: $7.95 per order
You Save: $3.99! (10% off normal price)
Plus...earn $1.79 in Boomerang Bucks
Availability: Available Available, ships in 8-11 days



Satisfied Customer by Claes Fornell

Book Description

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.

Buy Satisfied Customer book by Claes Fornell from Australia's Online Bookstore, Boomerang Books.


Book Details

ISBN: 9780230604063
ISBN-10: 0230604064
Format: Paperback
(225mm x 145mm x 18mm)
Pages: 256
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 25-Jan-2009
Country of Publication: United Kingdom

Other Editions...


Reviews

» Have you read this book? We'd like to know what you think about it - write a review about Satisfied Customer book by Claes Fornell and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)

Write a book review


Author Biography - Claes Fornell

CLAES FORNELL is the world's leading authority on Customer Satisfaction Measurement and Customer Asset Management. He is responsible for the American Customer Satisfaction Index, a national economic indicator for which there are global counterparts. He is the founder and chairman of CFI Group, an international consulting firm with offices in Ann Arbor, Atlanta, Stockholm, Madrid, Paris, Milan, London, Shanghai, and Beijing. CFI helps companies to identify those specific aspects of quality that have the greatest impact on customer satisfaction and economic returns; recent clients of CFI Group have included UPS, Coca-Cola, McDonald's, Best Buy, Yahoo, and the governments of several countries, along with many US government agencies and departments. Fornell is the Donald C. Cook Professor of Business at the Stephen M. Ross School of Business and the Director of the National Quality Research Center, both at the University of Michigan, USA. He has also taught at Northwestern, Duke, INSEAD, and the Stockholm School of Economics.

Boomerang Bucks close

For every $20 you spend on books, you will receive $1 in Boomerang Bucks loyalty dollars. You can use your Boomerang Bucks as a credit towards a future purchase from Boomerang Books. Note that you must be a Member (free to sign up) and that conditions do apply.

Recent books by Claes Fornell close
»
BoomerangBooks.com.au close