August 16, 2005
Customer Satisfaction: AOL Up, Dell DownClaes Fornell, director of the National Quality Research Center at the University of Michigan, discusses the recently released findings of the American Customer Satisfaction Index as they pertain to the personal computer and e-commerce industries. (MP3 Audio, 4:15 mins.)
Is customer satisfaction really important? Claes Fornell, director of the National Quality Research Center at the University of Michigan, discusses the recently released findings of the American Customer Satisfaction Index as they pertain to the personal computer and e-commerce industries.
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