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POWER: How J.D. Power III Became the Auto Industry's Adviser, Confessor, and Eyewitness to History Paperback – September 10, 2013
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Customers Who Bought This Item Also Bought
From Publishers Weekly
"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"
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Top Customer Reviews
Although J.D. Power had started in the automobile business in Detroit, as he gained more insight on the limitations of in-house research, he moved out to LA and started his own firm to produce independent market research.
The book chronicles the saga of bringing customer insights back to Detroit. The vivid and dramatic example of customer feedback that uncovered the Mazda drive-train problem was the highlight of the book for me.
This isn't your usual business book since it was entertaining to read and was also about the story of the family as the business and the family life intersected. The kids in the family helped the business by doing the work of taping the quarters on the questionnaires.
Enjoyable and informative read!
A fact that implicitly emerges from this book, and that is explicitly stated several times late in the book, is J.D. Powers is the reason car owners today have a vastly more positive car owner experience than in times past. With the automobile being so integral to our culture and way of life (except for those in big cities like New York or Chicago where, for many, owning a car isn't essential or even, in many cases, sensible), this is no minor thing.
I remember in the 1960s those dreaded appointments to take my dad's car to the dealer. It was an all day event, and my mom would be tasked with doing it. There'd be some problem, which my dad (an accomplished mechanic in his own right) would diagnose for them and just want fixed under warranty. Usually, it would take multiple trips to get it resolved. This was such an ordeal. I was a kid then, and this ordeal turned me off to the idea of owning a car when I became old enough to do so. I didn't stick with that "no car for me" idea for long, but the "dealers are terrible" idea really stuck with me and it would be a couple of decades before I would even visit a new car dealer.
Today if you bring your car to the dealer, they can diagnose the problem and usually fix it on the same day.Read more ›
Most Recent Customer Reviews
As someone who worked with and at JD Power & Associates, I find it ironic that there is a chapter on integrity. The authors are missing are some key facts. Read morePublished on March 10, 2014 by Solo
It has been said that getting anything done in the Army bureaucracy is like mating elephants: It is done at very high levels with a lot of bellowing and it takes two years to get... Read morePublished on March 6, 2014 by David Kinchen
How did car makers ever sell cars before J.D. Power? I'll never know. How did consumers ever decide which cars to buy before J.D. Power? Before J.D. Read morePublished on February 26, 2014 by Jeanne
It is difficult to write a bad book about a subject as interesting as J D Powers but these authors came close. The work J D Powers did to force the U.S. Read morePublished on February 8, 2014 by John Mccarrier