How Every Great Company Listens to the Voice of the Customer
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Satisfaction by Chris Denove
Book DescriptionThe 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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Book DetailsISBN: 9781591841647
(215mm x 140mm x 20mm)
Publisher: Penguin Putnam Inc
Publish Date: 2-Aug-2007
Country of Publication: United States
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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."
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