| Bibliography: | Ultimately, every sucessful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. Getting and maintaining loyal customers affect an organization's bottom line more than any ad campaign, marketing program, or PR effort. This book is designed to get all managers and employees thinking about the little things that can make all the difference. It's is a quick read-you can finish it in less time than is takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer complaints considerably. It's packed with practical, applicable suggestions that can be put to work immediately. |
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