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Opis

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.

Szczegóły książki

Kategoria Książki po angielsku Economics, finance, business & management Business & management Sales & marketing

• Pełny tytuł: Satisfied Customer
• Autor: Claes Fornell
• Język: Angielski
• Oprawa: Miękka
• Liczba stron: 256
• EAN: 9780230604063
• ISBN: 0230604064
• ID: 04040835
• Wydawca: PALGRAVE MACMILLAN
• Waga: 302 g
• Wymiary: 225 × 145 × 18 mm
• Data wydania: 25. January 2009

Ulubione w innej kategorii

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