Satisfied customer, the: winners and losers in the battle for buyer preference
Auteur :
Fornell, Claes
Éditeur :
Fornell, Claes
ISBN :
9780230604063
Date de publication :
25 janv. 2009
Dimensions :
22,5 x 14,5 x 1,8 cm
Poids :
302 g
Langue :
Anglais
Pays d'origine :
Grande Bretagne
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.