{"product_id":"the-satisfied-customer-winners-and-losers-in-the-battle-for-buyer-preference-9780230604063","title":"The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference","description":"\u003cp\u003e • Author(s): Claes Fornell\u003cbr\u003e • Publisher: Palgrave MacMillan\u003cbr\u003e • Publisher Imprint: Palgrave MacMillan\u003cbr\u003e • BISAC: Customer Relations\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eIn 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.\u003c\/p\u003e","brand":"Palgrave MacMillan","offers":[{"title":"Paperback","offer_id":45117777838231,"sku":"9780230604063","price":1499.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0666\/3471\/1191\/files\/9780230604063.webp?v=1767273624","url":"https:\/\/atlanticbooks.com\/products\/the-satisfied-customer-winners-and-losers-in-the-battle-for-buyer-preference-9780230604063","provider":"Atlantic Books","version":"1.0","type":"link"}