The reign of the customer : customer-centric approaches to improving satisfaction / Claes Fornell, [and 3 others].
2020
HF5415.5 .F67 2020
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Details
Title
The reign of the customer : customer-centric approaches to improving satisfaction / Claes Fornell, [and 3 others].
Author
Fornell, Claes, author.
ISBN
9783030135621 (electronic book)
3030135624 (electronic book)
3030135616
9783030135614
3030135624 (electronic book)
3030135616
9783030135614
Published
Cham, Switzerland : Palgrave Macmillan, [2020]
Language
English
Description
1 online resource
Call Number
HF5415.5 .F67 2020
Dewey Decimal Classification
658.8/12
Summary
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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Access limited to authorized users.
Source of Description
Description based on online resource; title from digital title page (viewed on April 09, 2020).
Available in Other Form
Print version: 9783030135614
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