Satisfaction: How Every Great Company Listens to the Voice of the Customer - Couverture rigide

Denove, Chris; Power, James

Couverture rigide

ISBN 10 : 1591841097 ISBN 13 : 9781591841098

Editeur : Portfolio Hardcover, 2006

Synopsis

Book by Denove Chris Power James

A propos du livre

Présentation de l'éditeur :

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.

Biographie de l'auteur :

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.

À propos de cette édition

• Éditeur: Portfolio Hardcover
• Date d'édition: 2006
• ISBN 10: 1591841097
• ISBN 13: 9781591841098
• Reliure: Relié
• Nombre de pages: 288