The Satisfied Customer

"In our world of increasingly available information technology and rapid globalization, the shifting balance of power between buyers and sellers is often overlooked. The implications for business are tremendous, Claes Fornell argues, as he turns much of conventional business practice on its head." "Fornell describes how to harness increasing buyer power in ways that are often paradoxical and at odds with current practice, and how businesses and investors can benefit from better managing their newly empowered customers. What businesses must realize, he explains, is that customers know something that Wall Street has yet to figure out." "According to the New York Times, Claes Fornell's American Customer Satisfaction Index (ACSI) is the definitive benchmark for how buyers feel about the products they are sold. Drawing on the results of the ACSI database and including examples from BestBuy, Dell, Amazon.com, Haier, and many other companies, he reveals the losers and the winners in big business in the customer satisfaction arena. He also explains how to quantify and increase the financial value of a firm's customer relationships - what he calls the Customer Asset. Fornell has provided co