The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
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BookPal × TalezoThe Satisfied Customer
In 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.
Details
- Publisher
- St. Martin's Publishing Group
- Author
- Claes Fornell
- Format
- Paperback
- Published
- Nov 25, 2008
- ISBN-13
- 9780230604063
- ISBN-10
- 0230604064
- Pages
- 256
- Carton quantity
- 28 copies
- Printing
- Printed on demand
The Satisfied Customer for groups: pricing
Volume pricing applies automatically in your cart. No codes, no account needed.
| Copies | Price per copy | You save |
|---|---|---|
| 20 – 99 | $12.59 | 40% off list |
| 100 – 249 | $12.17 | 42% off list |
| 250 – 499 | $11.12 | 47% off list |
| 500 – 999 | $10.70 | 49% off list |
| 1,000+ | $10.29 | 51% off list |
Popular for
For new managers and leadership cohorts, a chapter per session.
A shared vocabulary for the whole organization.
A takeaway attendees will actually read, delivered to your venue.
Where can I buy 100 copies of The Satisfied Customer?
BookPal sells The Satisfied Customer in quantity. At 100 copies the price is $12.17 a copy, against a list price of $20.99, and the cart applies the volume tier automatically. Free shipping on most orders over $95 in the contiguous US. A specialist can quote a larger or mixed order.
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What does The Satisfied Customer cost when I buy for a group?
Volume pricing applies automatically in your cart, with no code needed. Price per copy: 20 to 99 copies, $12.59 (40% off list); 100 to 249 copies, $12.17 (42% off list); 250 to 499 copies, $11.12 (47% off list); 500 to 999 copies, $10.70 (49% off list); 1,000+ copies, $10.29 (51% off list). Need a different quantity, or a quote to forward for approval? Ask a specialist and we will confirm pricing before you pay.
How fast can I get copies of The Satisfied Customer?
This title is printed on demand, so it needs production time before it ships. Need them by a specific date? Request a quote and we'll confirm timing before you pay.
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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
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