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Most popular at the top

  • Judgment on the Front Lineby Chris DeRose; Noel M. Tichy

    Penguin Publishing Group 2012; US$ 26.95

    ?A useful and intelligent guide for elevating the performance of any organization? ?Jim McNerney, chairman, president, and CEO, The Boeing Company   ?This book demonstrates how companies have prospered by empowering their frontline staff to address customers with the degree of passion and commitment you would otherwise only expect from those who... more...

  • Extreme Trustby Don Peppers; Martha Rogers

    Penguin Publishing Group 2012; US$ 27.95

    "'Trust is the new black.' We all rely on those we trust, and that's particularly true when it comes to business. Extreme Trust talks about how trust is increasingly critical in business, and how trustworthiness, or its absence, has become increasingly visible. It discusses what trustworthy behavior means in business, and how to change corporate... more...

  • The 11 Laws of Likabilityby Michelle Tillis LEDERMAN

    AMACOM 2011; US$ 4.99

    When you?re networking, you need them to like you?really like you. more...

  • Putting Customers Firstby Andy Bruce; Ken Langdon

    Dorling Kindersley Ltd 2009; Not Available

    Focus your organisation on customers and form successful working partnerships with clients. more...

  • Winning the Customer: Turn Consumers into Fans and Get Them to Spend Moreby Lou Imbriano

    McGraw-Hill Education 2011; US$ 25.00

    Build Customer Relationships and Win Big Revenue! ?Unbreakable relationships are crucial to success in business. Lou Imbriano captures what it takes to forge the kind of deep credibility that encourages consumers and clients to trust you with their hard-earned dollars. If you want to deepen your customers? trust and grow your revenues, I suggest... more...

  • The Loyalty Leapby Bryan Pearson

    Penguin Publishing Group 2012; US$ 25.95

    ?LoyaltyOne President & CEO Pearson has written the seminal book on ?customer-experience marketing.? ?With a book so strongly dedicated to achieving these very specific business/marketing goals, it is refreshing to find that Pearson is able to engage the reader, communicating without boring. Agent: Jim Levine, Levine Greenberg Agency.? (May) ?Publisher's... more...

  • America's Service Meltdown: Restoring Service Excellence in the Age of the Customerby Raul Pupo

    ABC-CLIO 2010; US$ 38.00

    In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. more...

  • Integrity Serviceby Ron Willingham

    Free Press 2005; Not Available

    Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why... more...

  • Marketing Servicesby Leonard L. Berry

    Free Press 1991; Not Available

    Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways... more...

  • The Value Profit Chainby James L. Heskett; W. Earl Sasser; Leonard A. Schlesinger

    Free Press 2010; Not Available

    James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold... more...