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.