Satisfaction: How Every Great Company Listens to the Voice of the Customer (Google eBook)

Front Cover
Penguin, Jun 26, 2007 - Business & Economics - 288 pages
6 Reviews
The ultimate guide to customer satisfaction, from the people who understand it better than anyone

For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company?s senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm?s clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to:
? Understand the financial link between satisfaction and profits
? Turn customers who are simply ?satisfied? into vocal advocates
? Empower frontline employees to do the right thing
? Use problem resolution as an opportunity to make new fans

Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don?t just talk the talk, but walk the walk every day?and of other companies that ignored the voice of the customer, with dire consequences.




  

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Review: Satisfaction: How Every Great Company Listens to the Voice of the Customer

User Review  - Philip - Goodreads

Superb business book that explains real customer satisfaction and shows the link between customer satisfaction and competitive advantage. Several compelling case studies. Read full review

Review: Satisfaction: How Every Great Company Listens to the Voice of the Customer

User Review  - Vassi - Goodreads

I LOVED all the examples this book gives on good customer service versus bad customer service. How a customer can become an advocate or a total enemy! Great read for anyone who has to work with people ... Read full review

Contents

FOREWORD BY JD POWER III
1
2
3
4
5
6
7
11
12
13
14
15
16
17
MEASURE YOUR OWN VOC PROFICIENCY

8
9
10
ABOUT JD POWER AND ASSOCIATES
INDEX
Copyright

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About the author (2007)

Chris Denove is a vice president at J. D. Power and Associates.
James D. Power IV is an executive vice president at J. D. Power and Associates.†J. D. Power and Associates, founded in 1968, is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior for many different industries.

Chris Denove is a vice president at J. D. Power and Associates.
James D. Power IV is an executive vice president at J. D. Power and Associates.†J. D. Power and Associates, founded in 1968, is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior for many different industries.

Bibliographic information