The Satisfied Customer 2025 pdf epub mobi 电子书

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发表于2025-03-13

The Satisfied Customer 2025 pdf epub mobi 电子书

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出版者:

作者:Fornell, Claes

出品人:

页数:256

译者:

出版时间:2008-11

价格:$ 19.15

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isbn号码:9780230604063

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The Satisfied Customer 2025 pdf epub mobi 电子书图书描述

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 2025 pdf epub mobi 电子书

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