This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the

A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful c

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and l

Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers

A leading expert redefines customer service for the twenty-first century