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Satisfaction : how every great company listens to the voice of the customer / Chris Denove and James D. Power IV.

By: Contributor(s): Material type: TextTextPublisher: New York : Portfolio, 2006Description: xxi, 266 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 1591841097
  • 9781591841098
Subject(s): DDC classification:
  • 658.8343 22
LOC classification:
  • HF5415.335 .D46 2006
Contents:
1. Show me the money -- 2. Loyalty : the common denominator for improving customer satisfaction -- 3. Sorry, boss, but it was out of my control -- 4. The good, the bad, and the advocates -- 5. Different companies, different touchpoints -- 6. Too much of a good thing -- 7. Promises, promises -- 8. Sending a message from the top -- 9. Hitting the jackpot -- 10. The superhero who dressed as a janitor -- 11. Trusting employees to do the right thing -- 12. Turning bad customer encounters into wins -- 13. Building a community, or how to turn your customers into fans -- 14. The Internet : filling the information void for consumers -- 15. Taking control of the online experience -- 16. Manage the store, not the score -- 17. Voice of the customer -- Measure your own VOC proficiency -- About J. D. Power and Associates.
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Includes index.

1. Show me the money -- 2. Loyalty : the common denominator for improving customer satisfaction -- 3. Sorry, boss, but it was out of my control -- 4. The good, the bad, and the advocates -- 5. Different companies, different touchpoints -- 6. Too much of a good thing -- 7. Promises, promises -- 8. Sending a message from the top -- 9. Hitting the jackpot -- 10. The superhero who dressed as a janitor -- 11. Trusting employees to do the right thing -- 12. Turning bad customer encounters into wins -- 13. Building a community, or how to turn your customers into fans -- 14. The Internet : filling the information void for consumers -- 15. Taking control of the online experience -- 16. Manage the store, not the score -- 17. Voice of the customer -- Measure your own VOC proficiency -- About J. D. Power and Associates.

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