The first edition introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried, but are instead valuable pieces of feedback. This updated edition ex
Transformational work is not easy. In fact, approximately 70 percent of change efforts fail because people have not been engaged in the process. In Shift! Powerful Stories of Organizational Transforma
Branded Customer Service breaks new ground with an assertion that brand equity is built not just through advertising and public relations, but also through the human exchange of customer service. Cust
Society is rapidly moving from a service economy to an experience economy. As a result, today's more sophisticated consumers not only demand services and products that are of the highest quality; they
