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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

3.83 of 5 stars 3.83  ·  rating details  ·  6 ratings  ·  1 review
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 satisfactio ...more
ebook, 256 pages
Published November 27th 2007 by Palgrave Macmillan Trade (first published January 1st 2007)
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Learned treatise on the value of customer satisfaction

Experts see more than meets the eye when they evaluate customer satisfaction. Business professor Claes Fornell and his team at the National Quality Research Center at the University of Michigan developed the American Customer Satisfaction Index, a sophisticated customer-reaction monitoring system that produces indexes across multiple economic sectors, industries, companies and government agencies. In this book, Fornell discusses how his team
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