J.D. Powers Pens the Profitability of Playing Mr. Nice Guy

It’s not just nice to be nice, it also pays better.

“Don’t ever underestimate the intelligence of the American consumer, because he or she is far smarter than we often give credit for. … Garner a reputation for providing great customer satisfaction and you can charge a price premium…”

That
s from,
Satisfaction,
a new book by two execs at J.D. Powers and Associates, that place that
s always giving cars shiny trophies.

The book
s premise presents us with a paradox. If sites like The Consumerist are successful in making companies behave better, prices may rise. Also, we
d have nothing to talk about.

Thank god that
ll never happen.

The Customer is Always Right [Star-Telegram]

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  1. AcidReign says:

    …..Didn’t work for Dell, apparently. They’ve outsourced their tech support to India, and brought their prices down to competitive levels in recent years. JD Power sells itself to corporations on the premise that consumers are smart, and won’t buy product if they feel screwed.

    …..All one has to do is look at the current cellphone situation to see that the concept is crap. Bad cellular contracts are ubiquitous, yet the companies can’t build enough kiosks to feed the demand!

    …..It’s like a recent management class I was required to attend, in which we were told, “95% of workers do a good job, don’t manage them like you would the bad 5%!” Consultants like these create fantasy worlds to support their own existence…