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.
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.
- The Big Picture - The Science of Customer Satisfaction - Winners and Losers - Customer Satisfaction and Stock Returns - Things Aren't What They Seem: The Most Common Management Mistakes - Customer Asset Management and the Value of Satisfied Customers - Companies That Are Doing It Right
- The Big Picture - The Science of Customer Satisfaction - Winners and Losers - Customer Satisfaction and Stock Returns - Things Aren't What They Seem: The Most Common Management Mistakes - Customer Asset Management and the Value of Satisfied Customers - Companies That Are Doing It Right
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