Satisfaction : how every great company listens to the voice of the customer /

Satisfaction : how every great company listens to the voice of the customer /

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Bibliographic Details
Author / Creator:	Denove, Chris.
Imprint:	New York : Portfolio, 2006.
Description:	xxi, 266 p. : ill. ; 24 cm.
Language:	English
Subject:	Consumer satisfaction. Marketing research. Customer relations. Consumer satisfaction. Customer relations. Marketing research.
Format:	Print Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/6228527

Hidden Bibliographic Details
Other authors / contributors:	Power, James D.
ISBN:	1591841097 9781591841098
Notes:	Includes index.

Table of Contents:

1. Show me the money
2. Loyalty : the common denominator for improving customer satisfaction
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
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About J. D. Power and Associates.