Book Statistics
Exceptional Service, Exceptional Profit
Description
This book is a well-executed balance of up-to-the-minute Online/Internet-related information
("Building Customer Loyalty Online: Using the Internet's Power to Serve Your Customers and Your Goals") and more generalized customer-related information
("The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process").
Some chapters are purely practical (the great, detailed chapter "Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and Preferences" for example) and some provide more philosophical underpinning (including the opening chapter: "The Engineer on the Ladder: Reaching for the Highest Level of Service" where the authors introduce their anticipatory service method of building customer loyalty.)
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