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Satisfaction: How Every Great Company Listens to the Voice of the Customer
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Satisfaction: How Every Great Company Listens to the Voice of the Customer
By
Chris Denove & James D Power
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 such as Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth.
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