Product Description

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.

Product Details

• Amazon Sales Rank: #75615 in Books
• Published on: 2008-02-26
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 256 pages

Review


'In today's world of intense global competition, customer satisfaction is a given. Without it, customers quickly move on to another of their endless choices. And they never return. That's why The Satisfied Customer is a must read.' - Jack Trout, author of The 22 Immutable Laws of Marketing and Differentiate or Die: Survival In Our Era of Killer Competition   
 
'First rate! 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   

'Claes Fornell reminds us if we want to achieve long-term growth and success, companies must invest in their customers. The challenge is knowing how to make smart investments and what measurable outcomes are essential to create satisfied customers.  Professor Fornell is providing 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 CEO, Domino's Pizza, Inc. 

'The concepts and strategies discussed in this book will greatly help business leaders align their organizations in a way that provides tangible results in value creation, customer retention and improved brand position. Fornell's insights bridge from the boardroom and investors all the way to the frontline serviceworker.' - Jon Ward, Managing Director, Lazard Freres & Co., LLC
 
'Recommended addition to your shelf.' - D. Murali, Hindu Business Line
 
'All this is explained with requisite detail and a writing style that is accessible and easy-going. The Satisfied Customer is necessary reading for any manager or CEO with an eye on the evolution of business thought.' - European CEO
 
'If you are trying to build a case for the long-term investment required in a customer centric business model or you are trying to understand the many variables needed to be managed around customers in a multi-channel world and the economic benefit this can bring, this is the book for you.' - Nigel Southern, B2B Marketing Online

About the Author
CLAES FORNELL is the world's leading authority on Customer Satisfaction Measurement and Customer Asset Management. He is responsible for the American Customer Satisfaction Index, a national economic indicator for which there are global counterparts. He is the founder and chairman of CFI Group, an international consulting firm with offices in Ann Arbor, Atlanta, Stockholm, Madrid, Paris, Milan, London, Shanghai, and Beijing. CFI helps companies to identify those specific aspects of quality that have the greatest impact on customer satisfaction and economic returns; recent clients of CFI Group have included UPS, Coca-Cola, McDonald's, Best Buy, Yahoo, and the governments of several countries, along with many US government agencies and departments. Fornell 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 has also taught at Northwestern, Duke, INSEAD, and the Stockholm School of Economics.

Customer Reviews

Learned treatise on the value of customer satisfaction
Experts see more than meets the eye when they evaluate customer satisfaction. Business professor Claes Fornell and his team at the National Quality Research Center at the University of Michigan developed the American Customer Satisfaction Index, a sophisticated customer-reaction monitoring system that produces indexes across multiple economic sectors, industries, companies and government agencies. In this book, Fornell discusses how his team quantifies the "unobservable" in customer service. His researchers measure things "we can't see" and then develop their findings into useful customer satisfaction information. Fornell theorizes about the utility of the "summation of ignorance" and discusses neuroscience, quantum mechanics and relativity theory, all with impressive erudition and insight, and all in the service of making sure that you know how crucial it is to keep your customers satisfied. getAbstract recommends his thorough, thoughtful and accessible treatise.