Kaizen Strategies for Customer Care: How to Create a Powerful Customer Care Program and Make it Work (Financial Times Series)
What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage
Fish!: A remarkable way to boost morale and improve results
Be Our Guest: Perfecting the Art of Customer Service
Customer Service Pocketbook (The Pocketbook)
The DNA of Customer Experience: How Emotions Drive Value
The Finishing Touch: How to Build World-Class Customer Service (Financial Times Series)
The Ten Principles Behind Great Customer Experiences (Financial Times Series)