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    How Every Great Company Listens to the Voice of the Customer

    by James Power & Chris Denove

    Despite claims otherwise, Denove and Power write, “Most organizations have not made a significant and sustained commitment to customer satisfaction.” As a result, these organizations are losing money. This isn’t just another book about customer satisfaction, it’s an unlocked vault on years of closely guarded research data, surveys and feedback collected by J.D. Power and Associates, a name synonymous with measuring customer satisfaction and improving the bottom line.

    What You'll Learn

    • How satisfied customers translate into profitable business.
    • How to reap the rewards that come when businesses truly put the customer first.
    • How the voice of the customer has been transformed by the Internet and the availability of knowledge into a power broker.
    • How to improve customer satisfaction levels.
    • How the customer?s voice is louder and clearer than ever and attention must be paid to them.
    • How customer satisfaction is a moving target.
    • How the customer has changed throughout the last decade.
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