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Satisfaction : How Every Great Company Listens to the Voice of the Customer Hardcover – Bargain Price, February 2, 2006

by Chris Denove (Author), James Power (Author)

4.3 46 ratings

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At last, the ultimate guide to customer satisfaction by the world's leading authority on the subjectFor nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company's commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider's perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.

Product details

ASIN ‏ : ‎ B000FZDKW0
Language ‏ : ‎ English
Hardcover ‏ : ‎ 288 pages
Item Weight ‏ : ‎ 14.4 ounces

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4.3 46 ratings

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Atomicwasteland

A Great Read!

Reviewed in the United States on August 2, 2007

Verified Purchase

J.D. Power is a customer satisfaction company and an award from them is always highly prized. As such, it was interesting to see what the authors had to say about businesses today.

"Satisfaction" has a lot of case studies of companies (like Lexus, Enterprise Rent a Car, and Jetblue) which go the extra mile to delight their customers and to create experiences that will turn them from mildly enthusiastic into whole-hearted supporters.

One interesting thing that I liked was how the link between profits and customer satisfaction was made, and how it was not always the right thing to do to please a discontented customer. This, in my eyes, gave the book more credibility, because it was not trying to sell you 100% on going overboard for every customer, but was making the case for why going above and beyond made good long term business sense much of the time, but had to be analyzed in specific situations.

Secondly, I enjoyed learning about how customers who had a problem free experience were less likely to rate a company highly than those who had had a "serious" problem, which was then resolved efficiently and to the customer's satisfaction. These customers were much more likely to become lifelong supporters of the company.

The case studies that were presented were always interesting and made the book a delightful read. I did not think I would like the book as much as I did. I highly recommend it!

8 people found this helpful

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LIsa Harrow

THE Source Of VOC Data and Principles

Reviewed in the United States on August 16, 2019

Verified Purchase

Although a bit dated since it was published, this book is authored by JD Powers people. With over 40 years experience, they ARE the authority on VOC research. If you're embarking on a Voice Of the Customer initiative, this is a must have as it contains knowledge not available anywhere else. It truly captures the essence of VOC. Very well written with many real life stories. Highly recommended.

One person found this helpful

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ShopperM

Info that can be applied to all businesses

Reviewed in the United States on October 24, 2016

Verified Purchase

Read for my marketing graduate class. Lots of good information that can be applied to all businesses.

Reviewed in the United States on August 12, 2017

Verified Purchase

This is a terrific book. I had given copies of this book to all my direct reports when I held management positions at divisions of Fortune 500 corporations. I ordered another copy for my son. Regardless of which industry and function you are in, read this book.

2 people found this helpful

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Thos003

This Business Book Should Be Required Reading

Reviewed in the United States on March 30, 2012

Verified Purchase

There are few business books that I can give 5 stars to. This is one of those few. I would make this book required business college reading if I so had the power.

2 people found this helpful

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Amazon Customer

Amazing book to understand marketing

Reviewed in the United States on October 19, 2016

Verified Purchase

If you want to do business, this is a must to read. Strongly recommended.

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Barbara Rose

"Satisfaction" cares more about money, "the bottom line" than people

Reviewed in the United States on March 16, 2006

At first I was happy to see a book out on the market that APPEARS to actually care about people, their satisfaction, and what I would term an overall positive experience for the consumer.

When I read the following sentence:

"It's nice to be nice... And make no mistake about it: the "it's nice to be nice" argument doesn't cut it anymore. Your company is in business to make money, not friends."

My stomach turned. Granted, if all you care about is the dollar, this is the book for you, but in the end, that "intangible something" translates into giving a customer or client superior service because it actually means something to you, and because you actually care about the PERSON more than the dollar.

The book then contradicts itself (under the guise of "Show Me the Money") but does give great advice where it says: "Word of Mouth - satisfied customers not only solicit others to do business with you, but their opinions carry more weight than all your company's advertising combined."

Bottom line: People feel it when you care. They notice it, and when you care more about making a positive difference for the people you are serving and put that above the dollar, everyone has a much better experience. Naturally money will flow, as positive word of mouth recommendations are priceless. The key is to genuinely mean what you say, because people feel it.

If you own a widget manufacturing company, or are dealing with product output or a factory assembly line more than people, I can see how this book can be of some benefit.

If you're dealing with people, this book left me feeling cold. After all, it's nice to give customers and/or clients a phenomenal experience from the heart where everybody genuinely benefits, without an ulterior motive.

People do like to be valued more than dollars. Unfortunately this book values the dollar more than people under the guise of "satisfaction", which was much to my disappointment.

If you're really interested in this subject matter, this book has some good points, so you might want to give it a try. I would also suggest the book "Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time" by Howard Schultz. It's all heart, and obviously wonderful profit as a result of genuine passion and heartfelt service in business really caring about people.

15 people found this helpful

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Dan Connors

Clearly shows economic benefit of customer satisfaction.

Reviewed in the United States on March 22, 2006

Verified Purchase

The book is an easy read, with few detailed statistics. However it does a great job of conveying the message that customer satisfaction has a direct impact on the bottom line.

2 people found this helpful

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