University Advancement

Public Relations and Strategic Communications

NEWS RELEASE

CSUN Forum to Examine Ways Businesses Can Increase Customer Satisfaction

(NORTHRIDGE, Calif., Oct. 17, 2006) -- James D. Power IV and Chris Denove, authors of the best seller, "Satisfaction: How Every Great Company Listens to the Voice of the Customer," will discuss the links between customer satisfaction and loyalty and market share and profits on Thursday, Oct. 26, at Cal State Northridge.

Their presentation, which is free and open to the public, is scheduled to take place from 6 to 8 p.m. in room 4117 of Juniper Hall, home of the College of Business and Economics, near the corner of Plummer Street and Etiwanda Avenue.

The discussion is part of the College of Business and Economics’ Dean’s Speaker Series, which brings business and community leaders together to discuss issues within the business world.

Power is an executive vice president with J.D. Power and Associates, a global marketing information firm that conducts independent surveys of customer satisfaction, product quality and buyer behavior. Denove, a Northridge business alum, is a vice president with the company.

Their book draws on the company’s nearly four decades of experience measuring consumer satisfaction and helping businesses improve profit by paying attention to what customers really want. "Satisfaction" provides extensive coverage of the varying touch points of consumer satisfaction--covering every type of business, from service providers to product manufacturers--and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment to strategies and practices.

While the presentation is free, reservations are required as seating is limited. To make a reservation, call (818) 677-3621 or e-mail busdevel@csun.edu.

Cal State Northridge’s College of Business and Economics is home to several nationally recognized programs where students gain valuable hands-on experience working alongside faculty members and business professionals in a variety of areas. Among its acclaimed programs is the Volunteer Income Tax Assistance (VITA) Program in which CSUN students provide free tax preparation assistance to low income families and individuals. The college is also home to the San Fernando Valley Economic Research Center, where students work with faculty in collecting assembling, analyzing, and disseminating economic, social and demographic data pertaining to the Valley.