Satisfaction How Every Great Company Listens To The Voice Of The Customer

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. Its trophy has become as recognizable as the Oscar, proudly advertised by companies that have earned it, in categories ranging from cars to cell phones to health care to hotels.

A high rating from J.D. Power and Associates is the surest sign that a company is truly listening to its customers, and responding with outstanding service. But hearing the voice of the customer is easier said than done, as you’ll learn from two of the company’s senior executives. This is the first book that really explains how great companies such as Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth.

Authors Chris Denove and James D. Power IV unlock the vault on decades of closely guarded research data, surveys, and feedback—including insights previously available only to clients of J.D. Power and Associates. They explain, for instance, how to:


• Understand the financial link between satisfaction and profits

• Turn customers who are simply “satisfied” into vocal advocates for your business

• Build a culture of customer satisfaction from the top down


In addition, Satisfaction offers tactical advice for companies large or small, for product manufacturers, service providers, and retailers alike. 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.