{"product_id":"9780230604063","title":"Satisfied Customer: Winners and Losers in the Battle for Buyer Preference","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\u003cp\u003e\u003c\/p\u003e","brand":"St. Martin's Press","offers":[{"title":"Default Title","offer_id":47023483388144,"sku":"9780230604063","price":19.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780230604063_p0.jpg?v=1763677630","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780230604063","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}