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In a concise and entertaining style, Dr. Jonathan Barsky presents clear sighted analysis and practical applications to the subjects most affecting customer satisfaction. Breakthrough examples from Wal-Mart, American Express, McDonalds, Marriot, IKEA, and others reveal how these organizations are able to provide world-class customer satisfaction. World-Class Customer Satisfaction is a brilliant, fast-paced book that will hold readers' interest and change the way readers handle their business and their customers. From a tiny shop to a Fortune 500 company, to a nonprofit or a public sector organization, any business can realize immediate benefits from this book. With colorful examples illustrating savvy principles and invaluable techniques, this book provides ideas and concepts on how to adapt the world's leading practices to your own organization. World-Class Customer Satisfaction will show readers how to take action: integrate the most explosive advance in service quality, reengineering, customer loyalty, and competitive benchmarking into your organization; use the author's customer satisfaction scoring system to create new profit opportunities; inject momentum into your marketing efforts with revolutionary new methods that let your customers set the agenda; and execute rapid changes using an easy-to-follow eight-step program.
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