Satisfaction

Satisfaction

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

J.D. Power and Associates began measuring customer satisfaction nearly four decades ago. What began as a small family run business has grown into a global marketing information firm that is universally recognized as the leader in customer satisfaction research and consulting services. After surveying literally tens of millions of consumers, J.D. Power and Associates is opening the vault on its vast database of information in its first book. In SATISFACTION: How Every Great Company Listens to the Voice of the Customer, readers are shown how to:

Quantify the elusive link between customer satisfaction and profits;
Find the sweet spot between spending too little and too much on customer satisfaction;
Understand exactly how the customer experience determines brand image, and more importantly, consumer behavior;
Illustrate the key operational differences that separate the customer satisfaction leaders from the also-rans;
Provide the key do's and don'ts for generating great customers satisfaction, and
Learn how to maximize profits by creating your own "voice of the customer" infrastructure.

In addition to sharing decades of research findings, we conducted in-depth investigations of some of the companies consistently recognized as customer satisfaction leaders. They found that companies such as Lexus, JetBlue Airlines, and Enterprise Rent-A-Car not only share many of the same operating philosophies with each other, but also share an uncanny resemblance to many small local companies that have built their reputations on quality and customer service.

Although J.D. Power and Associates employs hundreds of professional researchers and statisticians, SATISFACTION is written for the business professional, not the math major. We’ve kept the charts and graphs to a minimum, and there isn’t a single mathematical formula to be found. Instead, the book makes use of the real-world examples of our clients, along with numerous stories direct from consumers to bring the data to life. To see what we mean, just click on one of the links at the right of this page to read actual excerpts from the book. And when you’re done, we invite you to take a free online assessment to see how effectively your own company is built around the voice (and needs) of your customers.

*Featured in 800ceoRead's daily top 5 on Jun 20, 2007 in spot number 3.

"If you can find a better book on customer satisfaction, buy it."
- Lee Iacocca

What Business Leaders are Saying About SATISFACTION
"J.D. Power's message is clear-customer satisfaction equates to profits. Make no mistake, the world has changed and companies can no longer count on advertising to drive consumer perceptions or behavior. Don't say this book didn't warn you." - Alvin Toffler, bestselling author and futurist
"This book shows that customer satisfaction means more than just spending money to make customers happy....The business community should be thankful for it." - Horst H. Schulze, founding president and COO, The Ritz-Carlton Hotel Company, LLC
"Being successful always means listening to the customers and understanding their needs. J.D. Power and Associates provides us the opportunity to benefit from its experience in methods and techniques of analyzing and identifying customers' expectations." - Dr. Bernd Pischetsrieder, chairman of the Board of Management, Volkswagen AG
"The folks at J.D. Power and Associates wrote the book on [customer satisfaction] this and now they've written the 'Bible.' Satisfaction is an important book, and a good read, too." - Paul Ingrassia, president, Dow Jones Newswires
"Satisfaction is an essential read for anyone focused on the bottom line. It includes at least one hundred different ways to insightfully 'listen better' to those with whom we do business-a key ingredient toward being more successful." - John Marin, senior advisor, Time Inc. Magazines, Los Angeles
"In Satisfaction, the customer's experience is broken down into bite-sized, logical components that managers can use to develop practical business strategies....A truly valuable book." - Ken Blanchard, coauthor of The One-Minute Manager® and Customer Mania
"J.D. Power and Associates revolutionized the automotive industry by advocating a seemingly simple premise-listen to your customers. It then went on to do the same thing throughout the entire business world. In Satisfaction, J.D. Power explains what it's learned over the years, using compelling anecdotes and irrefutable data. It's a lesson any business leader would do well to take to heart." - Bill Ford, chairman and CEO, Ford Motor Company