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

Denove, Chris; Power, James

Hardcover

ISBN 10: 1591841097 ISBN 13: 9781591841098

Publisher: Portfolio, 2006

Synopsis

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.

About this title

From the Back Cover:

"If you can find a better book on customer satisfaction, buy it."
-Lee Iacocca

"This fast-paced book provides practical advice to businesses across every industry from finance to funerals, autos to airlines. After analyzing the results of literally millions of consumer surveys, J. D. Power's message is clear-customer satisfaction equates to profits. Make no mistake, the world has changed and companies can no longer count on advertising to drive consumer perceptions or behavior. Don't say this book didn't warn you."
-Alvin Toffler, bestselling author and futurist

"It always seemed that J. D. Power and Associates wrote the book on customer satisfaction. Now they have, and the business community should be thankful for it. This book shows that customer satisfaction means more than just spending money to make customers happy. It means learning to listen to what customers are really saying, and then using that information to differentiate yourself from the competition."
-Horst H. Schulze, founding president and COO, The Ritz-Carlton Hotel Company, LLC

"Customer satisfaction is the democratic factor of the market: Quality is not defined by the engineers but by the customers. Being successful always means listening to the customers and understanding their needs. J. D. Power and Associates provides us the opportunity to benefit from its experience in methods and techniques of analyzing and identifying customers' expectations."
-Dr. Bernd Pischetsrieder, Chairman of the Board of Management, Volkswagen AG

" 'Customer satisfaction' is such a simple term. But it's a complex concept with big ramifications and enormous potential for all businesses, big and small alike. The folks at J.D. Power and Associates wrote the book on this topic, and now they've written the 'bible.' Satisfaction is an important book, and a good read, too."
-Paul Ingrassia, president, Dow Jones Newswires

"Satisfaction is an essential read for anyone focused on the bottom line. It includes at least one hundred different ways to insightfully "listen better" to those with whom we do business-a key ingredient toward being more successful."
-John Marin, senior advisor, Time Inc. Magazines, Los Angeles

"From the data base of J. D. Power and Associates comes a book on how any company can harness the business-building power of customer satisfaction. In Satisfaction: How Every Great Company Listens to the Voice of the Customer the customer's experience is broken down into bite-sized, logical components that managers can use to develop practical business strategies. A truly valuable book."
-Ken Blanchard, coauthor The One-Minute Manager and Customer Mania

"J.D. Power and Associates revolutionized the automotive industry by advocating a seemingly simple premise-listen to your customers. It then went on to do the same thing throughout the entire business world. In Satisfaction, J.D. Power explains what it's learned over the years, using compelling anecdotes and irrefutable data. It's a lesson any business leader would do well to take to heart."
-Bill Ford, Chairman and CEO, Ford Motor Company

About the Author:

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.

About this edition

• Publisher: Portfolio
• Publication date: 2006
• ISBN 10: 1591841097
• ISBN 13: 9781591841098
• Binding: Hardcover
• Edition number: 1
• Number of pages: 288