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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations Leonard L. Berry, Kent D. Seltman McGraw-Hill McGraw-Hill Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard... List Price: $27.95 Our Price: $17.50	The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Joseph Michelli McGraw-Hill McGraw-Hill Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company... List Price: $24.95 Our Price: $13.50
The Ultimate Question: Driving Good Profits and True Growth Fred Reichheld Harvard Business School Press Harvard Business School Press CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of... List Price: $29.95 Our Price: $10.46	Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know Jeffrey Gitomer Bard Press Bard Press To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5... List Price: $30.00 Our Price: $9.50
How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients Jeffrey J. Fox Hyperion Hyperion Filled with smart tips given in the Fox signature style, counter- intuitive, controversial, and practiced, this hard-hitting collection of sales advice shows readers how to woo, pursue, and finally win any customer. In witty, succinct chapters, Fox... List Price: $16.95 Our Price: $4.99	Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World Pete Blackshaw Doubleday Business Doubleday Business In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review... List Price: $21.95 Our Price: $10.94
The Big Book of Customer Service Training Games (Big Book Series) Peggy Carlaw, Vasudha K. Deming McGraw-Hill McGraw-Hill Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the... List Price: $24.95 Our Price: $12.97	Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money (Jeffrey Gitomer's Little Books) Jeffrey Gitomer FT Press FT Press List Price: $19.99 Our Price: $8.95
Human Sigma: Managing the Employee-Customer Encounter John H. Fleming, Jim Asplund Gallup Press Gallup Press The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees —... List Price: $25.95 Our Price: $12.85	Working with Microsoft Dynamics(TM) CRM 4.0 Mike Snyder, Jim Steger Microsoft Press Microsoft Press Get a practical introduction to Microsoft Dynamics CRM now updated for Microsoft Dynamics CRM 4.0. Microsoft Dynamics CRM is a value-packed customer-relationship management (CRM) solution for small- and mid-market businesses. The latest version adds... List Price: $49.99 Our Price: $26.95

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