These books have been popular sellers at 800-CEO-READ:
Crafting the Customer Experience, Kelly McDonald, John Wiley & Sons, 209 pages.
Businesses competing on service need to understand and cater to customers’ racial, ethnic, religious, generational and geographic differences in order to meet or exceed customer’ service expectations.
Uncommon Service, Frances Frei and Anne Morriss, Harvard Business Press, 272 pages.
Harvard Business School professor Frei and co-author Morriss argue that service is a competitive weapon, not just a damage-control function, especially in a volatile economy where the old rules of strategy no longer hold true.