Satisfaction: How Every Great Company Listens to the Voice of the Customer

"The folks at J.D.Power and Associates wrote the book on [customer satisfaction] and now they've written the "bible". Satisfaction is an important book, and a good read, too." Paul Ingrassia, president, Dow Jones Newswires "In "Satisfaction", Chris Denove and James D.Power IV document what we all know from personal experience: that many companies still haven't gotten the memo: They treat customers unfeelingly and carelessly - and lose business thereby." Paul Carroll, The Wall Street Journal "Provides a gut check for business owners everywhere... In the Internet age, the authors note, companies disrespect customers at their peril. It's easy to post a snarky opinion on a message board or even set up an anticompany Web site. So companies might as well listen to customers. They aren't shutting up anytime soon." James M.Pethokoukis, U.S. News & World...