The Satisfied Customer
Winners and Losers in the Battle for Buyer Preference
Fornell, Claes
Hardcover
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BOOK SUMMARY
A leading expert redefines customer service for the twenty-first century
BOOK SYNOPSIS
When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is 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 presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.
AUTHOR BIO
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.
BOOK REVIEWS
"In todays world of intense global competition, customer satisfaction is a given. Without it, customers quickly move on to another of their endless choices. And they never return. Thats why The Satisfied Customer is a must read."--Jack Trout, author of The 22 Immutable Laws of Marketing and Differentiate or Die: Survival In Our Era of Killer Competition "First rate! An engaging and practical book full of useful concepts and tools by one of the foremost experts on consumer satisfaction. Be a winner in the battle for customers and read this book."
--Bernd Schmitt, author of Customer Experience Management and Big Think Strategy "Claes Fornell reminds us if we want to achieve long-term growth and success, companies must invest in their customers. The challenge is knowing how to make smart investments and what measurable outcomes are essential to create satisfied customers. Professor Fornell is providing an important resource for all of us who rely on customer satisfaction to drive the growth of our brands and businesses."
--David Brandon, chairman and CEO, Domino's Pizza, Inc.
"The concepts and strategies discussed in this book will greatly help business leaders align their organizations in a way that provides tangible results in value creation, customer retention and improved brand position. Fornell's insights bridge from the boardroom and investors all the way to the frontline serviceworker."
--Jon Ward, Managing Director, Lazard Freres & Co., LLC
Submit a book reviewFOR RELATED BOOKS
Business & Economics Books :: Consumer Behavior Books
Business & Economics Books :: Customer Service Books
MORE BOOK INFO
ISBN: 1403981973
ISBN(13-digit): 9781403981974
Dewey Decimal: 658.8/343
Library of Congress: 2007024932
Book Publisher: St Martins Pr
Language: ENG
No. of Pages: 247
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