Satisfaction

Learn how successful companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car achieve consistently high customer satisfaction and turn it into profitable growth. In "Satisfaction," two senior executives from J.D. Power and Associates share decades of closely-guarded research data and insights previously only available to the firm's clients. Discover how to understand the financial link between satisfaction and profits, turn satisfied customers into advocates, empower frontline employees and use problem resolution to earn new fans. This book offers actionable advice for companies of any size across industries.