The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference - Claes Fornell - Books - Palgrave Macmillan - 9780230604063 - November 25, 2008
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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference

Claes Fornell

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

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.

256 pages, Illustrations

Media Books     Paperback Book   (Book with soft cover and glued back)
Released November 25, 2008
Original release date 2009
ISBN13 9780230604063
Publishers Palgrave Macmillan
Pages 256
Dimensions 147 × 224 × 18 mm   ·   299 g
Language English  

See all of Claes Fornell ( e.g. Paperback Book and Hardcover Book )