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Fornell, Claes 作者

译者

2008-11 出版日期

256 页数

$ 19.15 价格

丛书系列

9780230604063 图书编码

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The Satisfied Customer 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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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.

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