The Reign of the Customer
Springer International Publishing (Verlag)
978-3-030-13564-5 (ISBN)
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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Dr. Claes Fornell is D.C. Cook Distinguished Professor in the Ross School of Business at the University of Michigan (Emeritus). He founded the American Customer Satisfaction Index in 1994 and is hailed globally as "The Father of Customer Satisfaction." Fornell's work on systems for managing customer satisfaction has led to two U.S. patents. He has also founded several other customer-centric companies (CFI Group, ForeSee Results, Detroit Vineyards, and Exponential ETFs).
Dr. Forrest V. Morgeson III is a member of the faculty of Marketing in the Broad College of Business at Michigan State University and Director of Research at the American Customer Satisfaction Index. Morgeson's first book, titled Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust, was released in 2014 (Palgrave Macmillan). He has consulted with numerous corporations and governments in more than 30 countries.
Dr. G. Tomas M. Hult is Professor and Byington Endowed Chair in the Broad College of Business at Michigan State University and a researcher at the American Customer Satisfaction Index. Hult is a member of the Expert Networks of the World Economic Forum and United Nations / UNCTAD's World Investment Forum. He is a Fellow of Academy of International Business and the 2016 Academy of Marketing Science Distinguished Marketing Educator.
David VanAmburg is Managing Director of the American Customer Satisfaction Index. As an expert in customer satisfaction, VanAmburg has lectured at the University of Michigan's Ross School of Business and numerous venues internationally, addressing the relationships among satisfaction, quality, customer service, loyalty, and shareholder value. VanAmburg is regularly quoted and featured in numerous print and radio media, including Bloomberg, CNN, TIME, Wall Street Journal.
1. Defining Customer Satisfaction: A Strategic Company Asset?.- 2. Customer Expectations: What Do Your Customers Demand?.- 3. Perceived Quality: Does Performance Matter?.- 4. Perceived Value: Is It Really All About Price?.- 5. ACSI: Is Satisfaction Guaranteed?.- 6. Customer Complaints: Learning to Love Your Angry Customers.- 7. Customer Loyalty: Hey, Stick around for a While!.- 8. Satisfied Customers: An Asset Driving Financial Performance.- 9. Your Future: Opportunities for Customer Centricity and Satisfaction.
| Erscheinungsdatum | 12.04.2021 |
|---|---|
| Zusatzinfo | XIII, 211 p. 20 illus. |
| Verlagsort | Cham |
| Sprache | englisch |
| Maße | 155 x 235 mm |
| Gewicht | 352 g |
| Themenwelt | Geisteswissenschaften ► Psychologie ► Arbeits- und Organisationspsychologie |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| Schlagworte | acsi • American Customer Satisfaction Index • consumer • Consumer Behavior • Customer Experience • Customer loyalty • Customer Satisfaction • Service quality |
| ISBN-10 | 3-030-13564-0 / 3030135640 |
| ISBN-13 | 978-3-030-13564-5 / 9783030135645 |
| Zustand | Neuware |
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