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

Опубликовано 6 сентября 2016, 6:17

Does customer satisfaction equal greater profits? Does the customer know what she wants? How can we turn simply satisfied customers into vocal advocates for our businesses? Is there such a thing as a ΓÇ£cultureΓÇ¥ of customer satisfaction? How can we use use problem resolution as an opportunity to make new fans? 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. 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. 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. jdpower.com/satisfaction