The Satisfied Customer
Published by St. Martin's Publishing Group
A blueprint for understanding a company’s relationship with its customers and a look at the unheralded value of customer satisfaction.
“An engaging and practical book full of useful concepts and tools by one of the foremost experts on consumer satisfaction. Be a winner in the battle for customers and read this book.” —Bernd Schmitt, author of Customer Experience Management and Big Think Strategy
In The Satisfied Customer author Claes Fornell shares some of his surprising new insights and conclusions about the future of customer service, such as:
“An important resource for all of us who rely on customer satisfaction to drive the growth of our brands and businesses.” —David Brandon, Chairman and Chief Executive Officer, Domino’s Pizza, Inc.
“An engaging and practical book full of useful concepts and tools by one of the foremost experts on consumer satisfaction. Be a winner in the battle for customers and read this book.” —Bernd Schmitt, author of Customer Experience Management and Big Think Strategy
In The Satisfied Customer author Claes Fornell shares some of his surprising new insights and conclusions about the future of customer service, such as:
- Gaining market share may be bad for profit
- More customer complaints can be good; higher productivity can be harmful
- Exceeding customer expectations is not recommended
- Amassing more balance sheet assets will not make companies wealthier
“An important resource for all of us who rely on customer satisfaction to drive the growth of our brands and businesses.” —David Brandon, Chairman and Chief Executive Officer, Domino’s Pizza, Inc.
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