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portada The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction
Type
Physical Book
Author
Publisher
Language
English
Pages
211
Format
Paperback
Dimensions
23.4 x 15.6 x 1.2 cm
Weight
0.33 kg.
ISBN13
9783030135645
Categories

The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction

Claes Fornell (Author) · G. Tomas M. Hult (Author) · Forrest V. Morgeson III (Author) · Palgrave MacMillan · Paperback

The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction - Fornell, Claes ; Morgeson III, Forrest V. ; Hult, G. Tomas M.

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Synopsis "The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction"

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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