For courses in Customer Service, Marketing Principles in two-year vocational/technical schools, and related classes in Business Education. This unique text uses

For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forreste

Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It’s a re

Make customer value a C-Suite priority for lasting profits and growth While the Great Recession ravaged the balance sheets of long-standing leaders in their res

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer managemen