The Satisfied Customer pdf epub mobi txt 電子書下載 2024

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Fornell, Claes

2008-11

256

$ 19.15

9780230604063

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发表于2024-11-29

The Satisfied Customer epub 下載 mobi 下載 pdf 下載 txt 電子書下載 2024

The Satisfied Customer pdf epub mobi txt 電子書下載 2024

圖書描述

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.

The Satisfied Customer 下載 mobi epub pdf txt 電子書