Erschienen: 11.04.2021 Abbildung von Fornell / Morgeson III | The Reign of the Customer | 1. Auflage | 2021 |

Fornell / Morgeson III / Hult

The Reign of the Customer

Customer-Centric Approaches to Improving Satisfaction

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35,30 €

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Buch. Softcover

1st ed. 2020. 2021

xiii, 211 S. 20 s/w-Abbildungen, Bibliographien.

In englischer Sprache

Palgrave Macmillan. ISBN 978-3-030-13564-5

Format (B x L): 15,5 x 23,5 cm


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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