{"product_id":"9780230608627","title":"The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference","description":"\u003cp\u003eWhen faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. \u003ci\u003eThe Satisfied Customer \u003c\/i\u003eis 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 presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.\u003c\/p\u003e","brand":"St. Martin's Publishing Group","offers":[{"title":"Default Title","offer_id":47181474988272,"sku":"9780230608627","price":11.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780230608627_p0.jpg?v=1769913901","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780230608627","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}