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

Foreword by J.D. Power III

1. Show Me the Money
2. Loyalty: The Common Denominator for Improving Customer Satiscfaction
3. Sorry, Boss, But It Was Out of My Control
4. The Good, the Bad, and the Advocates
5. Different Companies, Different Touchpoints
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 Community, or How to Turn Your Customers into Fans
14. The Internet: Filling the Information Void for Consumers
15. Taking Control of the Online Experience
16. Manage the Store, Not the Score
17. Voice of the Customer

Mesure Your Own VOC Proficiency
About J.D. Power and Associates
Index