How Every Great Company Listens to the Voice of the Customer
The ultimate guide to customer satisfaction, from the people who understand it better than anyoneThe folks at J.D. Power and Associates wrote the book on [customer satisfaction] and now they’ve written the ‘bible.’ Satisfaction is an important book, and a good read, too. (Paul Ingrassia, president, Dow Jones Newswires)
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:
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