Quality: Business & Leadership: Voice of the Customer

Explains what makes the Apple retail experience so successful. This title details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.

This is a book about the tactics and execution of customer service, rather than strategy and academics.
Why? Because significantly more companies are under-performing due to poor execution, than are failing due to poor strategy. Too many executives over-think the simple until it becomes complicated. This book makes it basic.

Supplemented with compelling corporate stories and the results from an extensive 2011 consumer survey, it provides a snapshot of consumer attitudes about privacy and the use of personal information for marketing and business purposes

Ideas, products, messages and behaviors "spread just like viruses do." Behavior can ripple outward until a critical mass or "tipping point" is reached, changing the world. Gladwell develops these and other concepts (such as the "stickiness" of ideas or the effect of population size on information dispersal) through simple, clear explanations and entertainingly illustrative anecdotes.

Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share and profits.