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Raving Fans

Customer Mania!: It'S Never Too Late to Build a Customer-Focused Company

Moments of Truth

You Can't Win a Fight With Your Client & 49 Other Rules for Providing Great Service: And 49 Other Rules for Providing Great Service

The Thank You Economy

Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

Competing Against Luck: The Story Of Innovation And Customer Choice

When Customers Think We Don't Care

CUSTOMER RELATIONSHIP MANAGEMENT:Emerging Concepts, Tools and Applications: Emerging Concepts, Tools and Applications

Relationship Marketing: Concepts and Cases

The Privacy Payoff

Flying High in a Competitive Industry: Cost-effective Service Excellence at Singapore Airlines

Customer Service

Customer Relationship Management

Telecom Convergence, 2/E: How to Profit from the Convergence of Technologies, Services, and Companies

Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff

What Customers Want

The Ten Demandments

Clients Forever

What's Keeping Your Customers Up at Night?: Close More Deals by Selling to Your Client's Pain

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