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Satisfaction: how every great company listens

Author: Denove, Chris ; Power, James D.Publisher: Portfolio, 2006.Language: EnglishDescription: 266 p. ; 24 cm.ISBN: 1591841097Type of document: BookBibliography/Index: Includes index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF5415.55 .D46 2006
(Browse shelf)
001175268
Available 001175268
Total holds: 0

Includes index

Digitized

Satisfaction How Every Great Company Listens to the Voice of the Consumer Contents FOREWORD BY J.D. POWER III xi 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 I 17 38 47 65 81 98 116 137 150 166 182 192 x CONTENTS 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 INDEX 203 216 223 231 255 257 259

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