2009 Q4 Book Review
Satisfaction by Chris Denove and James D. Power IV
How Every Great Company Listens to the Voice of the Customer
For nearly forty years, J.D. Power & Associates have been measuring customer satisfaction and helping businesses understand what customers really want by listening to them. But hearing the voice of the customer is easier said than done. This book explains how great companies deliver consistently high customer satisfaction and translate that satisfaction into profitable growth. The authors explain how to understand the financial link between satisfaction and profits, turn customers who are simply satisfied into vocal advocates for your business, build a culture of customer satisfaction from the top-down, empower frontline employees to do the right thing and use problem resolution as an opportunity to make new fans.
Satisfaction offer tactical advice for companies large or small, for product manufactures, service providers, and retailers alike. The chapter on turning bad customer encounters into winning propositions is especially useful. The book contains many fascinating stories about companies that don’t just talk the talk but walk the walk every day.