The Relationship between Customer Satisfaction and Shareholder Value

Total Quality Management

Do improvements in customer satisfaction lead to improvements in shareholder value? This study of 99 companies finds they do, albeit with a lag effect. In addition we find that there exists an optimal level of customer satisfaction. 

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Publications

Pricing is the most important driver of profits; surprisingly, it is also the area most executives overlook.
This research shows how to overcome common Pricing misconceptions.
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