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Publisher's Summary

An extensive study of the world's best service companies reveals the principles on which they're built.

From the April 2008 issue of Harvard Business Review.

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©2008 by the President and Fellows of Harvard College, All Rights Reserved; (P)2008 Audible Inc.

What members say

Average Customer Ratings

Overall

  • 3.9 out of 5.0
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Performance

  • 3.9 out of 5.0
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Story

  • 3.8 out of 5.0
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Essential Reading

Another direct no nonsense approach towards improving customer service. I highly recommend this for Service Managers and above.

  • Overall
  • Performance
  • Story

Unimpressive

Very basic/elementary summary. I found the work of very little usefulness both at a tactical or strategic level. The 4 elements are not clearly indicated. This belies the title. Waste of time and money.

  • Overall
  • Performance
  • Story
  • Douglas
  • Caribou, ME, United States
  • 10-30-11

Great listen for the price

I enjoy HBR articles - there's always some insight you can get through a read, or in this case, a listen. Some good thoughts and insights.