Most companies say they believe in catering to their customers, yet many top executives overlook the connection between service
and profitability. Ignoring the ''''voice of the customer'''' leads to missed opportunities, alienated consumers and disastrous product launches. Chris Denove and James D. Power IV of J.D. Power and Associates are experts in customer
satisfaction. They explore the link between customer satisfaction and loyalty, and increased profits. They explain how you can create a ''''top down'''' corporate culture of customer service that extends from the executive suite to your front-line employees. The authors breathe life into their lessons with examples from their years in the field. If you''re interested in giving your
customers what they deserve, getAbstract believes this book sets a high standard and tells you how to hit it.