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

by Chris Denove, James D. Power, James Power

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
-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.

Genres: Business, Nonfiction

288 pages, Paperback

First published February 2, 2006

Reviews

[GoldGato · Rating 3 out of 5]

As the marketplace explodes with technology, the poor customer has been left behind. As companies think short-term bottom-line results, the poor Joe who tries calling a customer service line is thrown into long hold times and little, if any, assistance at the end of the line. The Queue Syndrome has taken hold of even mom-and-pop businesses, where diners can be rushed through a meal so a tiny eatery can boost profit margins.

This book brings the focus back to the CUSTOMER. Not the self-entitled employee or gluttonish leadership...the CUSTOMER. The folks at J.D. Power are behind this collection of examples and real-life stories of good and bad customer service. True customer satisfaction can stop churn and increase overall CLV, so this is a good spot to start understanding the lifetime process.

Book Season = Year Round (customers don't really sleep)

[Rebel · Rating 4 out of 5]

Quite insightful, makes you rethink how you consider user experience.

[Phuong Nguyen · Rating 4 out of 5]

Full of great anecdotes on why listening to customers and mastering customers satisfaction are so important for any businesses.

[Grumpus · Rating 2 out of 5]

This was very similar to The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld. Reichheld’s book dealt with customers as “promoters”, “passives”, and “detractors”. This book breaks customers down into “advocates” and “assassins”. They’re basically the same concepts with a thesaurus introduced to the mix.

I might have rated this book a little higher had I not read Reichheld's book first. This seemed like a lot of duplication to me.

If you want to create advocates (or promoters) for your business, hire front-line workers for personality and then teach them the tasks they need to perform and don’t forget to pay them well. That’s it.

[Leader Summaries · Rating 5 out of 5]

Desde Leader Summaries recomendamos la lectura del libro La satisfacción del cliente, de Chris Denove y James D. Power.
Las personas interesadas en las siguientes temáticas lo encontrarán práctico y útil: marketing y ventas, atraer y retener a los clientes.
En el siguiente enlace tienes el resumen del libro La satisfacción del cliente, Por qué es necesario escuchar lo que nos dicen los clientes para conquistar su fidelidad: La satisfacción del cliente

[Vassi · Rating 4 out of 5]

I LOVED all the examples this book gives on good customer service versus bad customer service. How a customer can become an advocate or a total enemy! Great read for anyone who has to work with people. On the downside: You can't really apply too many changes in the corporate world. If you're just a peon (like most of us), no one is going to follow your lead. If you've worked at a company that has been doing "it" the same way for umpteen years...don't expect any changes there either. People are creatures of habit and unless management really backs the idea of change...no one will.

[Richard Mendenhall · Rating 3 out of 5]

I you have the ability to relate business studies to association work - then you will find this book excellent to understand why when most companies or assocations talk about customer satisfaction it just does not happen.

[Hobie · Rating 4 out of 5]

Excellent book on Customer Service written by the guys at JD Power. Lots of real case studies of what to do in certain situations and what not to do. It also puts a very good perspective on how companies can be successful when concentrating on the satisfaction of their customers.

[Mom · Rating 3 out of 5]

Jd Powers" spin on how to keep customers happy- fast, efficient read.

[Philip · Rating 5 out of 5]

Superb business book that explains real customer satisfaction and shows the link between customer satisfaction and competitive advantage. Several compelling case studies.

[John Stieven · Rating 5 out of 5]

Very good book -- a must read for anyone (which really is EVERYONE) in the client facing role