| Description |
xxi, 266 pages ; 24 cm |
| 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 -- Measure your own VOC proficiency -- About J. D. Power and Associates |
| Notes |
Includes index |
| Bibliography |
Includes index |
| Subject |
Consumer satisfaction.
|
|
Marketing research.
|
|
Customer relations.
|
| Author |
Power, James D.
|
| LC no. |
2005055231 |
| ISBN |
1591841097 |
|
