Satisfaction : How Every Great Company Listens to the Voice of the Customer Hardcover - 2006
by Chris Denove; Power, James D., IV; James Power
- Used
- very good
- Hardcover
At last, the ultimate guide to customer satisfaction by the world's leading authority on the subject
For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company's commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction.
Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider's perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.
Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction covering every type of business from service providers to product manufacturers and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.
For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Description
Details
- Title Satisfaction : How Every Great Company Listens to the Voice of the Customer
- Author Chris Denove; Power, James D., IV; James Power
- Binding Hardcover
- Edition First Edition
- Condition Used - Very Good
- Pages 266
- Volumes 1
- Language ENG
- Publisher Penguin Publishing Group, New York, New York, U.S.A.
- Date 2006
- Illustrated Yes
- Bookseller's Inventory # G1591841097I4N00
- ISBN 9781591841098 / 1591841097
- Weight 1.01 lbs (0.46 kg)
- Dimensions 9.18 x 6.7 x 1 in (23.32 x 17.02 x 2.54 cm)
- Ages 18 to UP years
- Grade levels 13 - UP
- Library of Congress subjects Customer relations, Marketing research
- Library of Congress Catalog Number 2005055231
- Dewey Decimal Code 658.834
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Summary
Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.
Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.
For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
