For nearly forty years, J. D. Power and Associates has been
synonymous with measuring customer satisfaction and helping
businesses understand what customers really want. Now two of the
company’s senior executives, Chris Denove and James D. Power IV,
unlock the vault on decades of closely guarded research data—and
insights previously available only to the firm’s clients.
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. It will teach you, for instance, how
to:
? Understand the financial link between satisfaction and
profits
? Turn customers who are simply "satisfied" into vocal
advocates
? Empower frontline employees to do the right thing
? Use problem resolution as an opportunity to make new fans
Satisfaction offers advice for companies large or small, for
product manufacturers, service providers, and retailers alike. It
delivers not just a stockpile of customer research, but a road map
to developing specific policies and processes. It also tells
fascinating stories of companies that don’t just talk the talk, but
walk the walk every day—and of other companies that ignored the
voice of the customer, with dire consequences.
關於作者：
Chris Denove is a vice president of J. D.
Power and Associates, where he specializes in helping businesses
improve customer satisfaction and profits through listening to the
voice of their customer.
James D. Power IV is an executive vice president and the
oldest son of the company founder. He represents the company around
the world as leader of its international operations.
目錄：
FOREWORD BY J.D.POWER III
1.SHOW ME THE MONEY
2.LOYALTY: THE COMMON DENOMINATOR FOR IMPROVING CUSTOMER
SATISFACTION
3.SORRY, BOSS, BUT IT WAS OUT OF MY CONTROL
4.THE GOOD, THE BAD, AND THE ADVOCATES
5.DIFFERENT COMPANIES, DIFFERENTTOUCHPOINTS
6.TOO MUCH OF A GOOD THING
7.PROMISES, PROMISES
8.SENDING A MESSAGE FROM THE TOP
9.HITTING THE JACKPOT
10.THE SUPERHERO WHO DRESSED AS A JANITOR
11.TRUSTING EMPLOYEES TO DO THE RIGHT THING
12.TURNING BAD CUSTOMER ENCOUNTERS INTO WINS
13.BUILDING A COMMUNIff OR HOW TO TURN YOUR CUSTOMERS INTO FANS
……
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