Winners and Losers in the Battle for Buyer Preference
When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.
It is almost a ritual that the new army chief of Pakistan gives a strong statement against India to assure his people that he is also a brave soldier and is fully prepared to take on India. However, the new army chief of Pakistan, General Qamar Javed Bajwa, in his statement sent two messages. While speaking to his soldiers about line of control violations during a visit to the X Corps Rawalpindi, he said, Each violation of any kind must be responded to with full force in the most effective manner. After assuring his countrymen that he will also be tough with India, he, to the surprise of some, also sent a peace message when he said, The situation at the line of control will hopefully improve soon.
It is almost a ritual that the new army chief of Pakistan gives a strong statement against India to assure his people that he is also a brave soldier and is fully prepared to take on India.
