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

Product Code/ISBN: 1591841097

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