Satisfied Customer - C. Fornell

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  

ISBN

9780230604063

liczba stron

256

język

polski