The satisfied customer : winners and losers in the battle for buyer preference

World-renowned customer service expert - Fornell has an in-depth understanding of customer service throughout the world, having tailored customer satisfaction indexes for individual markets and provided consulting services to a wide variety of clients through CFI.

He has taught and conducted research at some of the top schools in the world and published numerous journal articles and scholarly books.

It is based on leading research index - Fornell's ACSI is a highly regarded and widely used resource for tracking consumer satisfaction.

It is derived from a methodology that Fornell first employed successfully in Sweden.

Similar indices have been developed in Taiwan, Korea and Brazil, and the EU is conducting pilot programmes in 11 EU countries.Marketing support of CFI - Fornell will market the book directly to his clients at Fortune 1000 companies worldwide.

He has an email network to which he will send email blasts.

He will feature the book on his multiple websites as well as promote to academic business community.The "Satisfaction Economy" is a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics. Fornell estimates that a one-point decline in customer satisfaction costs the average company on the American Customer Satisfaction Index almost one billion dollars.