A word in response to the corona virus crisis: Your print orders will be fulfilled, even in these challenging times. If you don’t want to wait – have a look at our ebook offers and start reading immediately.

The Reign of the Customer

Customer-Centric Approaches to Improving Satisfaction

Authors: Fornell, C., Morgeson, F., Hult, T., VanAmburg, D.

Free Preview
  • Learn how to improve the consumer experience
  • Learn how you can better satisfy customers
  • Learn how to achieve profitable customer loyalty
see more benefits

Buy this book

eBook $29.99
price for USA in USD (gross)
  • ISBN 978-3-030-13562-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $37.99
price for USA in USD
  • ISBN 978-3-030-13561-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

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, TIMEWall Street Journal.

Table of contents (9 chapters)

Table of contents (9 chapters)

Buy this book

eBook $29.99
price for USA in USD (gross)
  • ISBN 978-3-030-13562-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $37.99
price for USA in USD
  • ISBN 978-3-030-13561-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Loading...

Recommended for you

Loading...

Bibliographic Information

Bibliographic Information
Book Title
The Reign of the Customer
Book Subtitle
Customer-Centric Approaches to Improving Satisfaction
Authors
Copyright
2020
Publisher
Palgrave Macmillan
Copyright Holder
The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG
eBook ISBN
978-3-030-13562-1
DOI
10.1007/978-3-030-13562-1
Hardcover ISBN
978-3-030-13561-4
Edition Number
1
Number of Pages
XIII, 211
Number of Illustrations
20 b/w illustrations
Topics