Great companies can fail—not because they do anything wrong, but because they do everything right. Meeting customers' current needs leads firms to reject breakthrough innovations-"disruptive technologies" that create the p...

In today's Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"-blogs, social networking pages, message boards, product review ...

The One Minute Manager meets Yum!, the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success. Customer Mania! tells the story of a company Chairman and how hi...

Harry Beckwith, bestselling author of Selling the Invisible and the Audie award-winning The Invisible Touch, reveals how businesses need to think, plan, communicate and best serve clients in this 'tool kit' for putting together an eff...

In today's Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"-blogs, social networking pages, message boards, product review ...

Conventional wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. Some focus on dazzling them at the cost of neglecting to solve basic service problems-a big strategic ...

Six Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, Human Sigma is poised to do the same for sales and service organiz...

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your comp...

Includes a bonus DVD! Exceptional customer service is no accident! Great service providers know what to do, teach their employees how to do it, and then consistently deliver first-class service. Now, you can get the world's top cus...