Satisfaction: How Every Great Company Listens to the Voice of the Customer
Chris Denove & James D. Power Iv
Physical
AvailableWhat will you learn from this book
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Customer-Centric Focus: The book may emphasize the importance of placing the customer at the center of business strategies, products, and services.
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Quality as a Differentiator: Quality in products and services is likely highlighted as a key differentiator and driver of customer satisfaction.
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Data-Driven Decision-Making: The use of data and customer feedback for informed decision-making, improvement, and innovation may be a central theme.
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Customer Experience Management: Strategies for managing and enhancing the overall customer experience could be explored, recognizing its impact on satisfaction.
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Benchmarking and Comparison: The book may discuss the importance of benchmarking against industry standards and competitors to assess and improve performance.
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Continuous Improvement: Emphasis on a culture of continuous improvement in all aspects of the business, driven by customer feedback and market trends.
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Building and Maintaining Trust: Trust is likely discussed as a critical element in customer satisfaction, and strategies for building and maintaining trust may be explored.
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Employee Engagement: Recognizing the role of engaged and motivated employees in delivering exceptional customer experiences and satisfaction.
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Brand Loyalty: The book may discuss strategies for cultivating brand loyalty through positive customer experiences and consistent quality.
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Measuring and Monitoring Satisfaction: Methods for measuring customer satisfaction, including the use of surveys and other feedback mechanisms, may be covered.
| Language | English |
|---|---|
| ISBN-10 | 159184164X |
| ISBN-13 | 9781591841647 |
| No of pages | 266 |
| Font Size | Medium |
| Book Publisher | Portfolio |
| Published Date | 26 Jun 2007 |
About Author
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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.