Satisfaction

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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. In this book, they provide an insider's perspective on some of the most successful companies on the planet. Corporate giants and local legends all use customer satisfaction as their key to market dominance. This book opens the vault on years of J.D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits, and provides extensive coverage of the varying touchpoints of consumer satisfaction, covering every type of business from service providers to product manufacturers, and showing in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.--From publisher description