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.
