How Every Great Company Listens to the Voice of the Customer.
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.
