What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-p

As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two ma

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization

The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingr

Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high le