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Satisfaction: How Every Great Company Listens to the Voice of the Customer(ISBN=9781591841647)书籍详细信息
- ISBN：9781591841647
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2007-06
- 页数：266
- 价格：61.70
- 纸张：胶版纸
- 装帧：平装
- 开本：32开
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
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
to:
? 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.
书籍目录：
FOREWORD BY J.D.POWER III
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, DIFFERENTTOUCHPOINTS
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 COMMUNIff OR HOW TO TURN YOUR CUSTOMERS INTO FANS
……
作者介绍：
Chris Denove is a vice president of J. D.
Power and Associates, where he specializes in helping businesses
improve customer satisfaction and profits through listening to the
voice of their customer.
James D. Power IV is an executive vice president and the
oldest son of the company founder. He represents the company around
the world as leader of its international operations.
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原文赏析：
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其它内容：
书籍介绍
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 to:
• 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.
书籍真实打分
故事情节：4分
人物塑造：6分
主题深度：3分
文字风格：4分
语言运用：3分
文笔流畅：6分
思想传递：9分
知识深度：7分
知识广度：3分
实用性：8分
章节划分：4分
结构布局：9分
新颖与独特：6分
情感共鸣：9分
引人入胜：4分
现实相关：9分
沉浸感：7分
事实准确性：4分
文化贡献：7分
网站评分
书籍多样性：7分
书籍信息完全性：9分
网站更新速度：9分
使用便利性：8分
书籍清晰度：5分
书籍格式兼容性：4分
是否包含广告：4分
加载速度：8分
安全性：7分
稳定性：6分
搜索功能：9分
下载便捷性：6分
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