Ninety-nine of the original 101 are still in business, but all have had to learn valuable lessons along the way in order to keep, refine, and reinvent their edge in increasingly competitive markets. By looking at what has worked for corporations such as Home Depot, Merck, and McDonald's, and what has not for others such as American Express, Disney, and Acura, Schaaf reveals the new direction in service for CEOs, corporate managers, and small-busi ness owners alike.
©1995 Dick Schaaf; (P)1996 Blackstone Audio, Inc.
"Broad outlines of successful service strategies are concisely presented here and supported with anecdotal evidence...highly recommended." (Publishers Weekly)
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