Summary:
The book analyzes the importance of customer satisfaction for business success, drawing on extensive research and data from the American Customer Satisfaction Index. It provides insights into how companies can improve their customer satisfaction scores, outperform competitors, and create a loyal customer base through strategic management and investment in quality improvements.
Key points:
1. Importance of Measuring Satisfaction: Fornell introduces the ACSI model to gauge customer satisfaction, which predicts buying behavior and assesses loyalty and financial outcomes.
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