{"product_id":"satisfied-customer-claes-fornell-9780230604063","title":"Satisfied Customer","description":"\u003cp\u003eIn 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.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Claes Fornell\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0230604064\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780230604063\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e St. Martin's Griffin\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/25\/2008\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 256\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.66lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.70h x 5.80w x 0.70d","brand":"Claes Fornell","offers":[{"title":"Paperback","offer_id":47930644431103,"sku":"9780230604063","price":20.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_c7a73b5b-35fa-489e-a6ea-0dde960bf746.jpg?v=1766343271","url":"https:\/\/www.whiterainbookhouse.com\/products\/satisfied-customer-claes-fornell-9780230604063","provider":"WR Book House","version":"1.0","type":"link"}