Satisfaction : How Every Great Company Listens to the Voice of the Customer
Editorial Reviews
Book Description
For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Its trophy has become as recognizable as the Oscar, proudly advertised by companies that have earned it, in categories ranging from cars to cell phones to health care to hotels.
A high rating from J. D. Power and Associates is the surest sign that a company is truly listening to its customers, and responding with outstanding service. But hearing the voice of the customer is easier said than done, as you'll learn from two of the company's senior executives. 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.
Authors Chris Denove and James D. Power IV unlock the vault on decades of closely guarded research data, surveys, and feedback-including insights previously available only to clients of J. D. Power and Associates. They explain, for instance, how to:
* Understand the financial link between satisfaction and profits
* Turn customers who are simply "satisfied" into vocal advocates for your business
* Build a culture of customer satisfaction from the top down
* Empower frontline employees to do the right thing
* Use problem resolution as an opportunity to make new fans
Satisfaction offers tactical 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.
As company founder J. D. Power III writes in his introduction: "The consumer is no longer the passive recipient but has been transformed by the Internet and the availability of knowledge into a powerbroker for him or herself. Buyers in auto dealerships, patients in hospitals, travelers in hotels are now unwilling to compromise. They have high expectations and the data to back them up. The customer's voice is louder and clearer than ever, and attention must be paid."
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
Satisfaction : How Every Great Company Listens to the Voice of the Customer
Satisfaction : How Every Great Company Listens to the Voice of the Customer,Chris Denove,James Power IV,Portfolio Hardcover,1591841097,Business & Economics,Business / Economics / Finance,Business/Economics,Consumer satisfaction,Customer Service,Customer relations,Marketing - General,Marketing research,Business & Economics / Marketing / General
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