The satisfied customer: winners and losers in the battle for buyer preference
Fornell, Claes
14,35 €(IVA inc.)
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. INDICE: The Big Picture - The Science of Customer Satisfaction - Winners and Losers - Customer Satisfaction and Stock Returns - Things Aren't What They Seem: The Most Common Management Mistakes - Customer Asset Management and the Value of Satisfied Customers - Companies That Are Doing It Right
- ISBN: 978-0-230-60406-3
- Editorial: Palgrave Macmillan
- Encuadernacion: Rústica
- Páginas: 256
- Fecha Publicación: 26/01/2009
- Nº Volúmenes: 1
- Idioma: Inglés