Claes Fornell

Broschiertes Buch

SATISFIED CUSTOMER

Beschreibung

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.

Autor

Claes Fornell developed the American Customer Satisfaction Index. The founder and chairman of CFI Group, an international consulting firm with offices in ten countries, he is the Donald C. Cook Professor of Business at the Stephen M. Ross School of Business and the Director of the National Quality Research Center, both at the University of Michigan. He lives in Ann Arbor, Michigan.

Produktdetails

• Verlag: Macmillan Education
• Seitenzahl: 256
• Erscheinungstermin: 25. November 2008
• Englisch
• Abmessung: 229mm x 152mm x 16mm
• Gewicht: 298g
• ISBN-13: 9780230604063
• ISBN-10: 0230604064
• Artikelnr.: 23800233