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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference Book
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ASDA
The Satisfied Customer is a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics. Fornell estimates that a one-point decline in customer satisfaction costs the average company on the American Customer Satisfaction Index almost one billion dollars.
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Blackwell
In our world of increasingly available information technology and rapid globalization, the shifting balance of power between buyers and sellers is often overlooked. The implications for business are tremendous, Claes Fornell argues...
- 0230604064
- 9780230604063
- Claes Fornell
- 26 January 2009
- Palgrave Macmillan
- Paperback (Book)
- 256
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