2007 Q2 Book Review
How Every Great Company Listens to the Voice of the Customer
by Chris Denove and James D. Power IV
Denove and Power discuss customer satisfaction from A to Z, and they provide good information about what makes a consumer satisfied. They back their conclusions with compelling research taken from decades of customer satisfaction surveys and with anecdotes from companies that understand how to satisfy customers. The authors put together a strong case for why customer satisfaction should matter to every executive, and they link it to the bottom line. Satisfied consumers are loyal, and if a company is lucky, they will turn into advocates for a company. But, it is a thin line between assassin and advocate.
Satisfaction gives sound advice for how to stay on the right side of that line. Many of the fixes are surprisingly easy. They have to do with being aware of customers and their voices and of company policy. It also has to do with streamlining processes so that the time between complaint and resolution is as short as possible.
Reviewed by Business Book Reviews