The Reign of the Customer (eBook)

Customer-Centric Approaches to Improving Satisfaction

Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg (Autoren)

eBook Download: PDF

2020 | 1st ed. 2020
XIII, 211 Seiten
Springer International Publishing (Verlag)
978-3-030-13562-1 (ISBN)

Infos

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.

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.

Inhalt

Preface 6
Contents 8
List of Figures 9
List of Tables 11
1: Defining Customer Satisfaction: A Strategic Company Asset? 12
1.1 A Brief History of the American Customer Satisfaction Index 13
1.2 An Interview with Professor Claes Fornell, Founder and CEO of the ACSI (Image 1.1) 17
1.3 The ACSI Model and Methodology 20
1.4 Customer-Centricity, Customer Satisfaction, and the Information Age 27
1.5 Book Overview 29
References and Further Reading 33
2: Customer Expectations: What Do Your Customers Demand? 36
2.1 Are Customer Expectations Really Sky-Rocketing? 37
2.2 Who Expects the Most, and Why? 40
2.3 It’s a Trap! Avoid the “We Always Exceed Expectations” Promise 46
2.4 What Can We Expect from Expectations? 48
References and Further Reading 50
3: Perceived Quality: Does Performance Matter? 51
3.1 Has Quality Improved? 52
3.2 Quality Leaders and Losers 56
3.3 What Matters Most? It’s Quality, Stupid 60
3.4 Customization Trumps Reliability 62
References and Further Reading 64
4: Perceived Value: Is It Really All About Price? 66
4.1 Are Consumers Seeing Better Value? 67
4.2 Who Are the Value Leaders? 70
4.3 Toward a Post-Quality Economy? 76
References and Further Reading 77
5: ACSI: Is Satisfaction Guaranteed? 79
5.1 Are Consumers More Satisfied? 80
5.2 Satisfaction Gainers and Leaders, Losers and Laggards 84
5.3 Customer Satisfaction as a Macroeconomic Indicator 88
5.4 Mergers and Acquisitions and Satisfaction 94
5.5 Customer Satisfaction “Death Rattle” and Other Interpretational Challenges 96
5.6 Perfect Satisfaction: Future Fact or Science Fiction? 98
References and Further Reading 102
6: Customer Complaints: Learning to Love Your Angry Customers 105
6.1 Are Customers Complaining More? 106
6.2 Which Customers Complain Most, and Why? 109
6.3 Do All Dissatisfied Customers Complain? 115
6.4 Complaint Management Is Critical. Is It Improving? 119
References and Further Reading 123
7: Customer Loyalty: Hey, Stick Around for a While! 125
7.1 Is Customer Loyalty Dying? Or Dead Already? 126
7.2 Which Customers Are Most Loyal? 130
7.3 The Service Recovery Paradox Is Real! 134
7.4 Satisfaction, Loyalty, and Recommendation Are Different! 137
References and Further Reading 144
8: Satisfied Customers: An Asset Driving Financial Performance 147
8.1 Foundations of the Customer Satisfaction-Financial Performance Relationship 148
8.2 Evidence of the Customer Satisfaction-Financial Performance Relationship 151
8.3 Customer Satisfaction and Stock Returns 156
References and Further Reading 161
9: Your Future: Opportunities for Customer Centricity and Satisfaction 163
9.1 Economic Globalization 164
9.2 Globalization and the “Marketing Metrics Problem” 168
9.3 Global Indices of Customer Satisfaction and Global Competitiveness 175
References and Further Reading 180
Appendix A: The Science of Customer Satisfaction (ACSI) 182
Customer Expectations 183
Perceived Quality 183
Perceived Value 184
Customer Satisfaction (ACSI) 184
Customer Complaints 184
Customer Loyalty 185
Appendix B: All-Time Top-100 Research Publications on Customer Satisfaction 186
Index 207

Produkt-Details

• Erscheint lt. Verlag: 27.3.2020
• Zusatzinfo: XIII, 211 p. 20 illus.
• Sprache: englisch
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: acsi • American Customer Satisfaction Index • consumer • Consumer Behavior • Customer Experience • Customer loyalty • Customer Satisfaction • Service quality
• ISBN-10: 3-030-13562-4 / 3030135624
• ISBN-13: 978-3-030-13562-1 / 9783030135621