POWER: How J.D. Power III Became the Auto Industrys Adviser, Confessor, and Eyewitness to History - Softcover

Morgans, Sarah; Thorness, Bill

Softcover

ISBN 10: 0981833675 ISBN 13: 9780981833675

Publisher: Greenleaf Book Group LLC, 2013

Synopsis

No other individual has had as broad an impact on the auto industry during the past fifty years as Dave Power. Dave's persistence in getting auto executives to listen to customer concerns was key to the across-the-board rise in car quality, and the influence of his J.D. Power and Associates rankings has permanently raised the bar on customer satisfaction. Enhanced with anecdotal quotes from Dave as well as dozens of industry insiders, POWER is a compelling study of an intelligent, polite, market-research wonk who unblinkingly spoke truth to power, and ended up making customer satisfaction a watchword not just in automotive but in all manufacturing and service industries. Foreword by CNBC's Bill Griffeth

About this title

Product Description

Title: Power( How J.D. Power III Became the Auto Industry's Adviser Confessor and Eyewitness to History) <>Binding: Paperback <>Author: SarahMorgans <>Publisher: FenwickPublishingGroup

Review

"Striving to understand customer satisfaction - while providing the data and analysis to help businesses understand it as well - has been his life's work, and anyone who is interested in having satisfied customers would be wise to study Dave Power's career" -- Bill Griffeth, CNBC anchor "Listening to customers has always been key to making ever-better cars, being successful in America, and being rewarded with customers' smiles. Dave Power's pioneering research helped us understand what car owners wanted." -- Akio Toyoda, president of Toyota Motor Corporation "Dave Power's journey from tractor sales auditor to an industry leader whose name is synonymous with 'customer satisfaction' is a highly personal story as well as a fascinating account of a turbulent time in the American auto industry. If you want to understand how information became our economy's most valuable commodity, this is a great place to start." -- Daniel H Pink, author of "To Sell is Human & Drive" "POWER tells the unlikely story of how Dave Power went from unassuming market researcher to one of the most powerful and highly respected forces in the global auto-industry. I can vouch first-hand that Dave's focus on customer input, supplied in a 'just the facts' manner, played a major role in GM's -- and the entire auto industry's -- significant improvement in quality." -- Rick Wagoner, former chairman & CEO of General Motors "A uniquely American success story focused on satisfying the customer. Dave Power's simple but profound stroke of genius -- asking customers for their opinions -- forever transformed how we consumers are treated by the companies who seek our business." -- Robert Spector, author of "The Nordstrom Way to Customer Service Excellence"

About this edition

• Publisher: Greenleaf Book Group LLC
• Publication date: 2013
• ISBN 10: 0981833675
• ISBN 13: 9780981833675
• Binding: Paperback
• Number of pages: 416