Fornell Claes:
The Satisfied Customer
Winners And Losers In The Battle For Buyer Preference
Palgrave Macmillan (United Kingdom), 2009
Paperback, 256 pages
Size: 246x189 mm
ISBN: 9780230604063
ISBN-10: 0230604064
List price: £10.99
You save: 5%
The Satisfied Customer
Gives a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics. The author estimates that a one-point decline in customer satisfaction costs the average company on the American Customer Satisfaction Index almost one billion dollars.

