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|b .F67 2020
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1 |
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|a Fornell, Claes,
|e author.
|0 http://id.loc.gov/authorities/names/n82085856
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| 245 |
1 |
4 |
|a The reign of the customer :
|b customer-centric approaches to improving satisfaction /
|c Claes Fornell, [and 3 others].
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| 264 |
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1 |
|a Cham, Switzerland :
|b Palgrave Macmillan,
|c [2020]
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| 300 |
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|a 1 online resource
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| 336 |
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|a text
|b txt
|2 rdacontent
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|a computer
|b c
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| 338 |
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|a online resource
|b cr
|2 rdacarrier
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| 505 |
0 |
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|a Intro -- Preface -- Contents -- List of Figures -- List of Tables -- 1: Defining Customer Satisfaction: A Strategic Company Asset? -- 1.1 A Brief History of the American Customer Satisfaction Index -- 1.2 An Interview with Professor Claes Fornell, Founder and CEO of the ACSI (Image 1.1) -- 1.3 The ACSI Model and Methodology -- 1.4 Customer-Centricity, Customer Satisfaction, and the Information Age -- 1.5 Book Overview -- References and Further Reading -- 2: Customer Expectations: What Do Your Customers Demand? -- 2.1 Are Customer Expectations Really Sky-Rocketing?
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| 505 |
8 |
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|a 2.2 Who Expects the Most, and Why? -- 2.3 It's a Trap! Avoid the "We Always Exceed Expectations" Promise -- 2.4 What Can We Expect from Expectations? -- References and Further Reading -- 3: Perceived Quality: Does Performance Matter? -- 3.1 Has Quality Improved? -- 3.2 Quality Leaders and Losers -- 3.3 What Matters Most? It's Quality, Stupid -- 3.4 Customization Trumps Reliability -- References and Further Reading -- 4: Perceived Value: Is It Really All About Price? -- 4.1 Are Consumers Seeing Better Value? -- 4.2 Who Are the Value Leaders? -- 4.3 Toward a Post-Quality Economy?
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| 505 |
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|a 6.2 Which Customers Complain Most, and Why? -- 6.3 Do All Dissatisfied Customers Complain? -- 6.4 Complaint Management Is Critical. Is It Improving? -- References and Further Reading -- 7: Customer Loyalty: Hey, Stick Around for a While! -- 7.1 Is Customer Loyalty Dying? Or Dead Already? -- 7.2 Which Customers Are Most Loyal? -- 7.3 The Service Recovery Paradox Is Real! -- 7.4 Satisfaction, Loyalty, and Recommendation Are Different! -- References and Further Reading -- 8: Satisfied Customers: An Asset Driving Financial Performance
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| 505 |
8 |
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|a 8.1 Foundations of the Customer Satisfaction-Financial Performance Relationship -- 8.2 Evidence of the Customer Satisfaction-Financial Performance Relationship -- 8.3 Customer Satisfaction and Stock Returns -- References and Further Reading -- 9: Your Future: Opportunities for Customer Centricity and Satisfaction -- 9.1 Economic Globalization -- 9.2 Globalization and the "Marketing Metrics Problem" -- 9.3 Global Indices of Customer Satisfaction and Global Competitiveness -- References and Further Reading -- Appendix A: The Science of Customer Satisfaction (ACSI) -- Customer Expectations
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| 588 |
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|a Online resource; title from digital title page (viewed on April 09, 2020).
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| 520 |
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|a With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.
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| 650 |
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0 |
|a Customer services.
|0 http://id.loc.gov/authorities/subjects/sh85034965
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| 650 |
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0 |
|a Consumer satisfaction.
|0 http://id.loc.gov/authorities/subjects/sh85031490
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| 650 |
|
7 |
|a Consumer satisfaction.
|2 fast
|0 (OCoLC)fst00876403
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| 650 |
|
7 |
|a Customer services.
|2 fast
|0 (OCoLC)fst00885545
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| 655 |
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4 |
|a Electronic books.
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| 776 |
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8 |
|i Print version:
|z 3030135616
|z 9783030135614
|w (OCoLC)1083026538
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|a HF5415.5 .F67 2020
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