Language:Chinese.Paperback. Pub Date: 2007-6-1 Pages: 266 Publisher: Penguin For nearly forty years. JD Power and Associates has beensynonymous with measuring customer satisfaction and helpingbusinesses understand what customers really want Now two of thecompany's senior executives. Chris Denove and James. D. Power IV. unlock the vault on decades of closely guarded research data-andinsights previously available only to the firm's clients. This is the first book that really explains how great companieslike Lexus. UPS. JetBlue. and Enterprise Rent-A-Car get it right. delivering consistently high customer satisfaction and translatingit into profitable growth It will teach you. for instance. howto:. Understand the financial link between satisfaction andprofits Turn customers who are simply satisfied into vocaladvocates Empower frontline employees to do the right thing Use proble...