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

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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.

Related links:

Claes Fornell
Customer services
Sales & marketing
Business & management
Economics, finance, business and industry
Palgrave Macmillan

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Claes Fornell
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