LEADER 03851nam 22005895 450 001 9910383846403321 005 20210225165845.0 010 $a3-030-13562-4 024 7 $a10.1007/978-3-030-13562-1 035 $a(CKB)4100000010770666 035 $a(MiAaPQ)EBC6147542 035 $a(DE-He213)978-3-030-13562-1 035 $a(PPN)243227949 035 $a(EXLCZ)994100000010770666 100 $a20200327d2020 u| 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 14$aThe Reign of the Customer $eCustomer-Centric Approaches to Improving Satisfaction /$fby Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg 205 $a1st ed. 2020. 210 1$aCham :$cSpringer International Publishing :$cImprint: Palgrave Macmillan,$d2020. 215 $a1 online resource (217 pages) 311 $a3-030-13561-6 327 $a1. 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. 330 $aWith 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. 606 $aMotivation research (Marketing) 606 $aLeadership 606 $aBranding (Marketing) 606 $aConsumer Behavior$3https://scigraph.springernature.com/ontologies/product-market-codes/513060 606 $aBusiness Strategy/Leadership$3https://scigraph.springernature.com/ontologies/product-market-codes/515010 606 $aBranding$3https://scigraph.springernature.com/ontologies/product-market-codes/513070 615 0$aMotivation research (Marketing). 615 0$aLeadership. 615 0$aBranding (Marketing). 615 14$aConsumer Behavior. 615 24$aBusiness Strategy/Leadership. 615 24$aBranding. 676 $a658.812 676 $a658.8343 700 $aFornell$b Claes$4aut$4http://id.loc.gov/vocabulary/relators/aut$0626288 702 $aMorgeson III$b Forrest V$4aut$4http://id.loc.gov/vocabulary/relators/aut 702 $aHult$b G. Tomas M$4aut$4http://id.loc.gov/vocabulary/relators/aut 702 $aVanAmburg$b David$4aut$4http://id.loc.gov/vocabulary/relators/aut 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910383846403321 996 $aThe Reign of the Customer$91921595 997 $aUNINA