High-quality customer service is a key differentiator for many businesses, yet providing it seems to be falling down the priority list amidst cost and competitive pressures. Meanwhile, those companies that provide great service and innovate ways to keep both customers and employees happy are enjoying higher profits and lower long-term costs. These are the companies that go beyond customer satisfaction to customer loyalty. In Managing Knock Your Socks Off Service, authors Chip R. Bell and Ron Zemke show how companies can make that transition by implementing eight principles backed by both research and experience.
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