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Satisfaction: How Every Great Company Listens to the Voice of the Customer
Paperback
Business GeneralManagementMarketing
ISBN13: 9781591841647
Publisher: Penguin Publishing Group
Published: Jul 1 2007
Pages: 288
Weight: 0.59
Height: 0.78 Width: 5.50 Depth: 8.46
Language: English
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 to:
-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.
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