Satisfaction by Chris Denove
Look inside with Google Book Preview
By Chris Denove


How Every Great Company Listens to the Voice of the Customer

By (author) See other recent books by Chris Denove See other recent books by James D. Power
Format: Paperback

Normal Price: $28.74
Your Price: $25.87 AUD, inc. GST
Shipping: $7.95 per order
You Save: $2.87! (10% off normal price)
Plus...earn $1.29 in Boomerang Bucks
Availability: Available Available, ships in 8-11 days

Satisfaction by Chris Denove

Book Description

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.

Buy Satisfaction book by Chris Denove from Australia's Online Bookstore, Boomerang Books.

Book Details

ISBN: 9781591841647
ISBN-10: 159184164X
Format: Paperback
(215mm x 140mm x 20mm)
Pages: 288
Imprint: Portfolio
Publisher: Penguin Putnam Inc
Publish Date: 2-Aug-2007
Country of Publication: United States

Other Editions...


» Have you read this book? We'd like to know what you think about it - write a review about Satisfaction book by Chris Denove and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)

Write a book review

Author Biography - Chris Denove

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."

Boomerang Bucks close

For every $20 you spend on books, you will receive $1 in Boomerang Bucks loyalty dollars. You can use your Boomerang Bucks as a credit towards a future purchase from Boomerang Books. Note that you must be a Member (free to sign up) and that conditions do apply.

Recent books by Chris Denove close
Recent books by James D. Power close
Satisfaction by James D. Power
» close