RECOMMENDED READING
Satisfaction: How Every Great Company Listens to the Voice of the Customer
by Chris Denove, J.D. Power
(Penguin Group USA 2006)
Many companies are coming to see that customer service as one of their strongest competitive advantages.
Satisfaction is a timely book that looks at how leading corporations use this important function as a marketing tool. It clearly shows the links between customer satisfaction and the bottom line. The authors are executives of the well-known marketing firm J.D. Power and Associates; their book is full of quantified data supporting their recommendations.
Thomas Froh, Business Development Manager – BuildDirect
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