Show me the money -- Loyalty: the common denominator for improving customer satisfaction -- Sorry, boss, but it was out of my control -- The good, the bad, and the advocates -- Different companies, different touchpoints -- Too much of a good thing -- Promises, promises -- Sending a message from the top -- Hitting the jackpot -- The superhero who dressed as a janitor -- Trusting employees to do the right thing -- Turning bad customer encounters into wins -- Building a community, or how to turn your customers into fans -- The internet: filling the information void for consumers -- Taking control of the online experience -- Manage the store, not the score -- Voice of the customer -- Measure your own VOC proficiency -- About J.D. Power and Associates.