With 80% of U.S. businesses now in the service industry, it is crucial that American companies begin facing up to the different demands of their customers. This innovative book spells out the new technology of customer-driven management and includes a 12-step strategy to insure that a company gets in tune with what its customers want. "A great blueprint for any business interested in customer value and loyalty".--J.W. Marriott, Jr., Chairman, Marriott Corporation.
Condition: Very Good
Goodreads rating: 4.67/5