Satisfaction: How Every Great Company Listens to the Voice of the Customer(ISBN=9781591841647) pdf snb 115盘 kindle 在线 下载 pmlz mobi

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.

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

……

　　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.

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书籍介绍

The ultimate guide to customer satisfaction, from the people who understand it better than anyone

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.