Synopsis
In 1989, Dick Schaaf, co-author of "Service Edge", which profiled 101 leading organizations that were making service their #1 priority. Now, in "Keeping the Edge", Schaaf revisits the surviving 99 companies, including American Express, Disney, and Home Depot, to see how they have fared.
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Keeping the Edge: Giving Customers the Service They Demand
Seller: BooksByLisa, Highland Park, IL, U.S.A.
Seller rating 5 out of 5 stars
Soft cover. Condition: New. Dust Jacket Condition: New. PHOTO AND VIDEO OF PAGES TAKEN TO SHOW CONDITION PRIOR TO SHIPPING; PHOTOS EMAILED FOR MORE SPECIFICS WHEN REQUESTED; Book. Book. Seller Inventory # 10365
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Keeping the Edge: Giving Customers the Service They Demand
Published by
Plume, New York, New York, U.S.A., 1997
ISBN 10: 0452271916
ISBN 13: 9780452271913
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Soft cover
Seller: Turtle Creek Books and Sheet Music, Mississauga, ON, Canada
Seller rating 5 out of 5 stars
Soft cover. Condition: Very Good. Just a little edgewear otherwise fine - a clean tight copy. Seller Inventory # 073646
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Keeping the Edge
Seller: Book Haven, Wellington, WLG, New Zealand
Seller rating 5 out of 5 stars
Paperback. Condition: Good. Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and takes an eye-opening look at what has happened to them. Ninety-nine of the original 101 are still in business - and all have had to learn valuable lessons in the nineties in order to keep, refine, even reinvent their edges in increasingly competitive markets. Schaaf does not soften the blows when he looks at what developed in some of America's best companies - and what those developments portend for the rest of the decade. Yet, while confronting the tough realities, he maintains an upbeat, hopeful outlook, showing how logical progression has taken us from the first service crusade of the eighties, through the quality movement, downsizing, empowerment, teams, reengineering. . . and now right back to a renewed emphasis on customer service. 358 pages. Seller Inventory # 1561554
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