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© 2020

The Reign of the Customer

Customer-Centric Approaches to Improving Satisfaction

Book

Table of contents

  1. Front Matter
    Pages i-xiii
  2. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 1-24
  3. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 25-39
  4. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 41-55
  5. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 57-69
  6. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 71-96
  7. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 97-116
  8. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 117-138
  9. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 139-154
  10. Claes Fornell, Forrest V. Morgeson III, G. Tomas M. Hult, David VanAmburg
    Pages 155-173
  11. Back Matter
    Pages 175-211

About this book

Introduction

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.

Keywords

customer satisfaction American Customer Satisfaction Index ACSI customer experience consumer consumer behavior customer loyalty service quality

Authors and affiliations

  1. 1.American Customer Satisfaction IndexAnn ArborUSA
  2. 2.Michigan State UniversityEast LansingUSA
  3. 3.Michigan State UniversityEast LansingUSA
  4. 4.American Customer Satisfaction IndexAnn ArborUSA

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.

Bibliographic information

  • Book Title The Reign of the Customer
  • Book Subtitle Customer-Centric Approaches to Improving Satisfaction
  • Authors Claes Fornell
    Forrest V. Morgeson III
    G. Tomas M. Hult
    David VanAmburg
  • DOI https://doi.org/10.1007/978-3-030-13562-1
  • Copyright Information The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2020
  • Publisher Name Palgrave Macmillan, Cham
  • eBook Packages Business and Management Business and Management (R0)
  • Hardcover ISBN 978-3-030-13561-4
  • Softcover ISBN 978-3-030-13564-5
  • eBook ISBN 978-3-030-13562-1
  • Edition Number 1
  • Number of Pages XIII, 211
  • Number of Illustrations 20 b/w illustrations, 0 illustrations in colour
  • Topics Consumer Behavior
    Business Strategy/Leadership
    Branding
  • Buy this book on publisher's site