by Claes Fornell · St Martin's Press · tapa dura · ISBN 9781403981974
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«The Satisfied Customer» is the business essay by Claes Fornell, published by St. Martin's Press in hardback (256 pages, in English).
Fornell argues that today's consumer, with abundant and free information, has gained power over companies. Those that underestimate this empowered customer can be punished by product and stock markets. Drawing on the ACSI index, the author explains how to thrive in this new scenario.
The subtitle of the work is 'Winners and Losers in the Battle for Buyer Preference'; it is the first edition, published on 27 November 2007.
Recommended for executives, customer service professionals and investors interested in the effect of consumer satisfaction on markets.
Tapa dura
