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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
Claes Fornell
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 |
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