Satisfaction: How Every Great Company Listens to the Voice of the Customer Tapa dura - 2006
de Chris Denove; James D. Power
At last, the ultimate guide to customer satisfaction by the world's leading authority on the subject
For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company's commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction.
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. In this book, J. D. Power and Associates provides an insider's perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.
Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction covering every type of business from service providers to product manufacturers and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.
For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Resumen
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. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.
Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.
For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.
Detalles
- Título Satisfaction: How Every Great Company Listens to the Voice of the Customer
- Autor Chris Denove; James D. Power
- Encuadernación Tapa dura
- Edición First Edition
- Páginas 266
- Volúmenes 1
- Idioma ENG
- Editorial Portfolio, New York, New York, U.S.A.
- Fecha de publicación 2006-02-02
- Ilustrado Sí
- ISBN 9781591841098 / 1591841097
- Peso 1.01 libras (0.46 kg)
- Dimensiones 9.18 x 6.7 x 1 pulgadas (23.32 x 17.02 x 2.54 cm)
- Época de 18 a UP años
- Cursos 13 - UP
- Library of Congress subjects Customer relations, Marketing research
- Número de catálogo de la Librería del Congreso de EEUU 2005055231
- Dewey Decimal Code 658.834
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