{"product_id":"satisfied-customer-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\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e St. Martin's Griffin\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/25\/2008\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780230604063\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 256\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":"Default Title","offer_id":52107745919157,"sku":"9780230604063","price":17.84,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/files\/img_b98797c0-1703-4502-9fac-7b3a8e0c8fee.jpg?v=1765862115","url":"https:\/\/pastforward.org\/products\/satisfied-customer-9780230604063","provider":"Past Forward","version":"1.0","type":"link"}