Claes Fornell
Claes Fornell
Claes Fornell is an expert on customer satisfaction measurement and asset measurement...
break driving exception product quality seems service terms value virtually
We break it down in terms of value for money, product quality and service quality. For virtually all of these retailers, with the exception of Wal-Mart, it is really the service quality that seems to be driving the satisfaction.
continues emerging growth outlook
The outlook continues to look good, especially growth in emerging markets.