{"product_id":"the-satisfied-customer-winners-and-losers-in-the-battle-for-buyer-preference-0230572588","title":"The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference","description":"\u003cp\u003e\u003cstrong\u003eISBN:\u003c\/strong\u003e 0230572588\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eAuthor:\u003c\/strong\u003e Fornell, Claes\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eCondition:\u003c\/strong\u003e New\u003c\/p\u003e\u003cp\u003eIn 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.\u003c\/p\u003e","brand":"Mia Karts","offers":[{"title":"Default Title","offer_id":51680530956576,"sku":"NEW0230572588","price":62.21,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0980\/7426\/3840\/files\/717ZukR30jL_a54aff5a-3643-462a-9e8b-bedfaee389aa.jpg?v=1779361397","url":"https:\/\/miakarts.com\/products\/the-satisfied-customer-winners-and-losers-in-the-battle-for-buyer-preference-0230572588","provider":"Miakarts Books","version":"1.0","type":"link"}