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

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

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"The folks at J.D.Power and Associates wrote the book on [customer satisfaction] and now they've written the "bible". Satisfaction is an important book, and a good read, too."

Paul Ingrassia, president, Dow Jones Newswires

"In "Satisfaction", Chris Denove and James D.Power IV document what we all know from personal experience: that many companies still haven't gotten the memo: They treat customers unfeelingly and carelessly - and lose business thereby."

Paul Carroll, The Wall Street Journal

"Provides a gut check for business owners everywhere... In the Internet age, the authors note, companies disrespect customers at their peril. It's easy to post a snarky opinion on a message board or even set up an anticompany Web site. So companies might as well listen to customers. They aren't shutting up anytime soon."

James M.Pethokoukis, U.S. News & World Report

"In Satisfaction, the customer's experience is broken down into bite-sized, logical components that managers can use to develop practical business strategies... A truly valuable book."

Ken Blanchard, coauthor of The One Minute Manager and Customer Mania

"In Satisfaction, J.D.Power explains what it's learned over the years, using compelling anecdotes and irrefutable data. It's a lesson any business leader would do well to take to heart."

Bill Ford, chairman and CEO, Ford Motor Company

"More important than the measurement and tales of woe are the remedies offered in this book. It's not just responding to any problems; it's also a matter of creating a corporate culture that empowers employees at all levels to handle problems quickly and decisively, before they escalate into something worse."

Richard Pachter, The Miami Herald