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

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

By Chris Denove, James Power

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.

Price: $25.95
ISBN: 9781591841098
Product Code: 1591841097
Year: 2006
Binding: Hardcover     Page Count: 288
Publisher: Portfolio Hardcover


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.

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