Présentation de l'éditeur
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