Customer Relationship
The Apple Experience
Carmine Gallo
The best practices implemented in Apple Stores to create an outstanding customer experience.
Judgment on the Front Line
Chris DeRose, Noel M. Tichy
Develop the customer orientation of front-line employees by letting them exercise their judgment.
The Best Service Is No Service
Bill Price, David Jaffe
Focus your activity on high value-added tasks in order to enhance the customer service’s quality.
Best Face Forward
Jeffrey F. Reyport, Bernard J. Jaworski
Setting the interface between a company and its customers as a leading differentiation factors.