Satisfaction: How Every Great Company Listens To The Voice Of The Customer

by Chris Denove

Portfolio | February 7, 2006 | Hardcover

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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.

Format: Hardcover

Dimensions: 288 pages, 9.24 × 6.28 × 1.12 in

Published: February 7, 2006

Publisher: Portfolio

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 1591841097

ISBN - 13: 9781591841098

Found in: Marketing and Sales

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Satisfaction: How Every Great Company Listens To The Voice Of The Customer

by Chris Denove

Format: Hardcover

Dimensions: 288 pages, 9.24 × 6.28 × 1.12 in

Published: February 7, 2006

Publisher: Portfolio

Language: English

The following ISBNs are associated with this title:

ISBN - 10: 1591841097

ISBN - 13: 9781591841098

About the Book

This resource opens the vault on years of J.D. Power and Associates data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits for every type of business. It also demonstrates how to reap the rewards of putting the customer first.

From the Publisher

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.

About the Author

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.