How Every Great Company Listens to the Voice of the Customer
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.
From the Hardcover edition.
Ratings and Reviews
Be the first to rate and review this book!
You've already shared your review for this item. Thanks!
We are currently reviewing your submission. Thanks!
by Chris Denove,James Power
Share your thoughts
Tell readers what you thought by rating and reviewing this book.
Rate it *
Please make sure to choose a rating
Add a review* Required
How to write a great review
- Say what you liked best and least
- Describe the author's style
- Explain the rating you gave
- Use rude and profane language
- Include any personal information
- Mention spoilers or the book's price
- Recap the plot
(0) 50 characters minimum
The review must be at least 50 characters long.
The title should be at least 4 characters long.
Display Name *
Your display name should be at least 2 characters long.
Report a review
At Kobo, we try to ensure that published reviews do not contain rude or profane language, spoilers, or any of our reviewer's personal information.
Would you like us to take another look at this review?
You've successfully reported this review. We appreciate your feedback.
by Chris Denove,James Power
Thanks for Sharing!
You submitted the following rating and review. We'll publish them on our site once we've reviewed them.
by on October 21, 2016
- Penguin Publishing Group, June 2007
- Download options:
- EPUB 2 (Adobe DRM)
You can read this item using any of the following Kobo apps and devices: