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|a 1591841097
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|a 9781591841098
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|b .D46 2006
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|a 658.8343
|2 22
|
| 100 |
1 |
|
|a Denove, Chris,
|e author.
|9 1059624
|
| 245 |
1 |
0 |
|a Satisfaction :
|b how every great company listens to the voice of the customer /
|c Chris Denove and James D. Power IV.
|
| 264 |
|
1 |
|a New York :
|b Portfolio,
|c 2006.
|
| 300 |
|
|
|a xxi, 266 pages :
|b illustrations ;
|c 24 cm
|
| 336 |
|
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|a text
|b txt
|2 rdacontent
|
| 337 |
|
|
|a unmediated
|b n
|2 rdamedia
|
| 338 |
|
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|a volume
|b nc
|2 rdacarrier
|
| 500 |
|
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|a Includes index.
|
| 505 |
0 |
0 |
|g 1.
|t Show me the money --
|g 2.
|t Loyalty : the common denominator for improving customer satisfaction --
|g 3.
|t Sorry, boss, but it was out of my control --
|g 4.
|t The good, the bad, and the advocates --
|g 5.
|t Different companies, different touchpoints --
|g 6.
|t Too much of a good thing --
|g 7.
|t Promises, promises --
|g 8.
|t Sending a message from the top --
|g 9.
|t Hitting the jackpot --
|g 10.
|t The superhero who dressed as a janitor --
|g 11.
|t Trusting employees to do the right thing --
|g 12.
|t Turning bad customer encounters into wins --
|g 13.
|t Building a community, or how to turn your customers into fans --
|g 14.
|t The Internet : filling the information void for consumers --
|g 15.
|t Taking control of the online experience --
|g 16.
|t Manage the store, not the score --
|g 17.
|t Voice of the customer --
|t Measure your own VOC proficiency --
|t About J. D. Power and Associates.
|
| 588 |
|
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|a Machine converted from AACR2 source record.
|
| 650 |
|
0 |
|a Consumer satisfaction
|9 315998
|
| 650 |
|
0 |
|a Marketing research
|9 338698
|
| 650 |
|
0 |
|a Customer relations
|9 316410
|
| 700 |
1 |
|
|a Power, James D.,
|e author.
|9 1059625
|
| 907 |
|
|
|a .b1115102x
|b 20-03-18
|c 27-10-15
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