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Title: Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA by Fred Wiersema ISBN: 0-88730-772-8 Publisher: HarperCollins Pub. Date: September, 1998 Format: Hardcover Volumes: 1 List Price(USD): $25.00 |
Average Customer Rating: 3 (1 review)
Rating: 3
Summary: Good ideas...but something missing
Comment: The book deals with the concept of customer service in 6 important companies through the description of what each of the companies does, told by the executives themselves.
There are many good ideas and rules that can be applied to any business and that will translate in an improvement in customer service.
On the other hand, as each of the procedures and systems are described by the people participating in them, I feel it is a parcial story. We have only the good side, the benefits and the final stages. What I miss is the process to reach the actual situation.
If I would like to implement some of the ideas presented in the book, what would be the problems I might face ? We can also learn from the failures that these companies surely had when implementing their systems.
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Title: Customer Intimacy: Pick Your Partners, Shape Your Culture, Win Together by Fred Wiersema, Fred Wiersma ISBN: 1888232005 Publisher: Knowledge Exchange Pub. Date: June, 1996 List Price(USD): $22.95 |
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Title: The New Market Leaders: Who's Winning and How in the Battle for Customers by Fred Wiersema ISBN: 0743204662 Publisher: Free Press Pub. Date: 10 September, 2002 List Price(USD): $14.00 |
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Title: DELIVERING QUALITY SERVICE by Valarie A. Zeithaml ISBN: 0029357012 Publisher: Free Press Pub. Date: 19 March, 1990 List Price(USD): $36.00 |
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Title: The Southwest Airlines Way : Using the Power of Relationships to Achieve High Performance by Jody Hoffer Gittell ISBN: 0071396837 Publisher: McGraw-Hill Trade Pub. Date: 19 December, 2002 List Price(USD): $24.95 |
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Title: Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey Gitomer ISBN: 188516730X Publisher: Bard Press Pub. Date: September, 1998 List Price(USD): $30.00 |
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