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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

3.3 out of 5 stars 11 customer reviews

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Editorial Reviews

From Publishers Weekly

Authors Morgans and Thorness offer an ode to the founder of J.D. Power and Associates, Dave Power, a "regular guy" who became a world-renowned business leader as he developed the internationally recognized standard of excellence in the automotive industry. Dave founded the market research company on the basic idea that "the customer's opinion matters"—a radical thought back in 1968. The authors cover a lot of territory in this book, including how Dave won over each automotive manufacturer: Mazda and Toyota early on, forging on to General Motors, followed by Volvo, Hyundai, and Mitsubishi. One of the most impressive aspects of Dave's career is his ability to patiently and strategically keep his business model current, creatively expanding into the European market, embracing the Internet, and predicting the emergence of the automotive Megastore years before it became reality. The book's appeal is broad—there's something for everyone from car buffs to marketing students, with especially valuable insight as to how Dave positively harnessed the power of media coverage. (Sept.)

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"
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Product Details

  • Paperback: 416 pages
  • Publisher: Fenwick Publishing (September 10, 2013)
  • Language: English
  • ISBN-10: 0981833675
  • ISBN-13: 978-0981833675
  • Product Dimensions: 6.1 x 1.2 x 9.1 inches
  • Shipping Weight: 1.4 pounds (View shipping rates and policies)
  • Average Customer Review: 3.3 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #346,240 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By Mike Lanza on November 4, 2013
Format: Paperback Verified Purchase
This is an eye-opening book about the value of customer feedback and the vision of J.D. Power III to see how it could improve quality across sectors. It is still relevant today as companies, nonprofits and government agencies try to understand how to make their products and services better for their customers.

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!
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Format: Paperback Verified Purchase
J.D. Power was a true visionary making a major paradigm shift in how market research should be conducted. Instead of continuing to allow the automotive engineers to dictate product, the J.D. Power model gave the consumer the voice. For that, every vehicle on the road today is a better product offering. This is also a great story of how a young family risked everything, remained focused, and built a worldwide brand on the integrity of the data they produced. Inspiring.
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By E on September 14, 2013
Format: Paperback
Dave Power was a visionary in the same league as Gates and Jobs. Too bad the American automotive industry didn't listen to him earlier - we'd still be driving Fords and Chryslers, but they'd perform like Lexus. A very interesting read.
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Format: Paperback
J. D. Power made the customer a priority in the auto industry. The cars we buy today are probably better due to his influence. This book is a great story of the American Dream. It tells us how hard work and determination helped to create a powerful and influential company. What the company did better than any other was to provide the companies who bought studies with information about what the customer wanted. They also served the drivers who benefited from cars that satisfied them. If you are in a customer service related field, this is a must read.
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Format: Kindle Edition Verified Purchase
The books starts well telling about Dave Power's vision for measuring customer product evaluations, his integrity to go with the resluts in spite of their conclusions and his courage to stick with the outcomes even when he isw rejected by leaders in the auto industry. But the author becomes repetitive and uninteresting when he tells essentially the same story over and over, essentially just changing the names of the automotive company and the people involved. The book would be much better if we were told about some of the things Power learned from his studies and what companies did specifically in response to these results. I finally decided I didn't want to spend more time reading essentially the same thing again and put the book aside. I'm about half way through and may go back to it again in hopes that it gets better. But I have better things to read right now.
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Format: Paperback
Every car enthusiast is familiar with the name J.D. Power, and rare is the car owner who isn't. Most of use take for granted that J.D. Power somehow watches over the auto industry and lets us know which are the best cars. Have you ever wondered who they are and how they came to be? This book provides the answers to those and other questions about this highly influential company.

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.
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