June 23, 2010


This book captures more than 30 years of knowledge and expertise about customer satisfaction. Based on the data captured through numerous surveys, Denove and Power share the trends and observations that demonstrate that customer satisfaction is directly related to company success and profitability. At the same time, they find that higher employee happiness, usually resulting from the freedom to make decisions that they feel do the "right thing" for their customers, also directly impact the customer's satisfaction with the company and its profitability. The authors share tips on what customers value and what they don't, how companies can get information from their customers, and how companies can change their behavior to better mirror the traits that their customers want to see.

This book can be found in HECSA Library:

Satisfaction: How Every Great Company Listens to the Voice of the Customer
Chris Denove and James D. Power IV
HF 5415.355 .D46 2007