Satisfaction

How Every Great Company Listens to the Voice of the Customer

Omschrijving

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.
Gratis verzending vanaf
€ 19,95 binnen Nederland
Schrijver
Denove, Chris, Power, James D
Titel
Satisfaction
Uitgever
Penguin Putnam Inc
Jaar
2007
Taal
Engels
Pagina's
288
Gewicht
271 gr
EAN
9781591841647
Afmetingen
213 x 137 x 23 mm
Bindwijze
Paperback

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