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Delivering Knock Your Socks Off Service
Inc. Performance Research Associates
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Performance Associates, Inc
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The Innovator's Solution : Creating and Sustaining Successful Growth
Clayton M. Christensen
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Michael E. Raynor
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HR from the heart : inspiring stories and strategies for building the people side of great business
Libby Sartain
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Martha I. Finney
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Trust-based selling : using customer focus and collaboration to build long-term relationships
Charles H. Green
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Customer service training one hundred and one
Renee Evenson
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Secret Service : Hidden Systems That Deliver Unforgettable Customer Service
John R. DiJulius
Acheter - $9.99
What Customers Want : Using Outcome-driven Innovation to Create Breakthrough Products And Services
Anthony W. Ulwick
Acheter - $14.72
Coaching knock your socks off service
Ron Zemke
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Kristin Anderson
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Best practices in customer service
Ron Zemke
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The real-time contact center
Donna Fluss
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The Agenda : What Every Business Must Do to Dominate the Decade
Michael Hammer
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Make Winning a Habit : 20 Best Practices of the World's Greatest Sales Forces
Rick Page
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Winning Behavior : What the Smartest, Most Successful Companies Do Differently
Terry R Bacon
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David George Pugh
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Think Like Your Customer : A Winning Strategy to Maximize Sales by Understanding How and Why Your Customers Buy
Bill Stinnett
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What's Keeping Your Customers Up at Night? : Close More Deals by Selling to Your Client's Pain
Steven Cody
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Richard Harte
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Demystifying six sigma : a company-wide approach to continuous improvement
Alan Larson
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Conquering consumerspace : marketing strategies for a branded world
Michael R. Solomon
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The Big Book of Customer Service Training Games : Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals With Customers
Peggy Carlaw
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Vasudha Kathleen Deming
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Built for Use : Driving Profitability Through the User Experience
Karen Donoghue
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Imc, the Next Generation : Five Steps for Delivering Value and Measuring Returns Using Marketing Communication
Don E. Schultz
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Heidi F. Schultz
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The kindness revolution : the company-wide culture shift that inspires phenomenal customer service
Edward Horrell
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The Horizontal Organization : What the Organization of the Future Looks Like and How It Delivers Value to Customers
Frank Ostroff
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Le pari de la croissance : contribution du Secrétaire général de l'OCDE aux travaux de la Commission Attali
Organisation for Economic Co-operation and Development
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Delivering happiness : a path to profits, passion, and purpose
Tony Hsieh
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