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

by James Power, Chris Denove
Save up to 30%
Compare to estimated retail price: S$34.51  

The item you've got your eye on is secondhand. You probably already know that, but just in case!

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Satisfaction : How Every Great Company Listens to the Voice of the Customer - Thryft
Satisfaction : How Every Great Company Listens to the Voice of the Customer - Thryft
Note: While we do our best to ensure the accuracy of cover images, ISBNs may at times be reused for different editions of the same title which may hence appear as a different cover.
Sale

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

by James Power, Chris Denove
Save up to 30%
Compare to estimated retail price: S$34.51  

The item you've got your eye on is secondhand. You probably already know that, but just in case!

The estimated retail price shown next to any listed item represents the first-hand prices we've seen elsewhere, or the estimated original retail price of a comparable item of the same quality, construction and material offered elsewhere in new condition.

Condition guide

Book Condition Guide

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This book may contain very minor cosmetic defects, but it is in pristine condition. There should be no yellowing, no foxing, no water damage, and no annotations of any kind on the cover and the pages. For paperbacks, there should not be any crease marks on the spine. This book is good as new — lucky you!

*Books may be missing bundle media (e.g. CD, e-book code), if included.

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This is a well-read book, which means that the previous owner probably really enjoyed it! The cover and pages may include moderate foxing and annotations, but the text is not obscured and still readable. Moderate cosmetic defects and minor water damage may be present on the edges of the book. For paperbacks, there may be multiple crease marks on the spine.

*Books may be missing bundle media (e.g. CD, e-book code), if included.

 

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ISBN: 9781591841098
Authors: James Power, Chris Denove
Publisher: Penguin Putnam Inc
Date of Publication: 2006-02-02
Format: Hardback
Related Collections: Business, Personal Development
Related Topics: Management, Customer Service, Business, Leadership
Goodreads rating: 3.9
(rated by 60 readers)

Description

For 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.
 
Note: While we do our best to ensure the accuracy of cover images, ISBNs may at times be reused for different editions of the same title which may hence appear as a different cover.