Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners as well as against demands of the future in a book service leaders around the world will use as a guide for years to come.
How do you bring your organization's focus back to the customer? What role does employee loyalty play in building customer loyalty? This collection from Harvard Business Review addresses these questions and offers advice to executives on implementing new strategies.