Synopsis
A practical book showing managers how to give the customer what the customer wants - by investigating, measuring and rewarding the product and service excellence that leads to customer loyalty. It includes research with 563 executives from 44 organizations.
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About the Author
Richard C. Whiteley, one of the world's most sought-after speakers on the subject of customer service, is Vice Chairman and cofounder of The Forum Corporation, America's leading experts on customer-focused quality.
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