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Satisfied Customer
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Satisfied Customer Paperback - 2008

by Claes Fornell

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From the publisher

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.

Details

  • Title Satisfied Customer
  • Author Claes Fornell
  • Binding Paperback
  • Pages 256
  • Volumes 1
  • Language ENG
  • Publisher St. Martin's Griffin
  • Publication date 2008-11-25
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index, Price on Product - Canadian, Table of Contents
  • ISBN 9780230604063 / 0230604064
  • Weight 0.66 lbs (0.30 kg)
  • Dimensions 8.7 x 5.8 x 0.7 in (22.10 x 14.73 x 1.78 cm)
  • Category Business / Economics / Finance
  • Library of Congress subjects Customer relations, Consumer satisfaction
  • Library of Congress Catalogue Number 2007024932
  • Dewey Decimal Code 658.834

About the author

Claes Fornell developed the American Customer Satisfaction Index. The founder and chairman of CFI Group, an international consulting firm with offices in ten countries, he is the Donald C. Cook Professor of Business at the Stephen M. Ross School of Business and the Director of the National Quality Research Center, both at the University of Michigan. He lives in Ann Arbor, Michigan.

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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

by Fornell, C.

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9780230604063 / 0230604064
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Palgrave Macmillan, 2007. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. Clean from markings. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,400grams, ISBN:9780230604063
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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

by Fornell, Claes

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St. Martin's Griffin. First Edition. Very Good. It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting.
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Satisfied Customer : Winners and Losers in the Battle for Buyer Preference

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

by Claes Fornell

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St. Martin's Press, 2008. Paperback. Very Good. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
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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

by Fornell, Claes

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ISBN 10 / ISBN 13
9780230604063 / 0230604064
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St. Martin's Press. Used - Good. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
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Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

by Fornell, Claes

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Griffin, 25/11/2008 00:00:01. paperback. Very Good. 1.7766 in x 22.3350 in x 14.4670 in. CREASE TO FRONT COVER
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The Satisfied Customer
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The Satisfied Customer

by Fornell, Claes,

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The Satisfied Customer
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The Satisfied Customer

by Fornell, Claes,

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Satisfied Customer
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Satisfied Customer

by Fornell, Claes

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ISBN 10 / ISBN 13
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Griffin. New. BRAND NEW, GIFT QUALITY! NOT OVERSTOCKS OR MARKED UP REMAINDERS! DIRECT FROM THE PUBLISHER!
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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

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

by Claes Fornell

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Paperback
ISBN 10 / ISBN 13
9780230604063 / 0230604064
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Paperback / softback. New. 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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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

by Fornell, Claes

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ISBN 10 / ISBN 13
9780230604063 / 0230604064
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paperback. Good. Access codes and supplements are not guaranteed with used items. May be an ex-library book.
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