MARC Record from Library of Congress

LEADER: 01801cam a2200289 a 4500
001 2008042913
003 DLC
005 20100514083131.0
008 081002s2009 njua b 001 0 eng
010 $a 2008042913
015 $aGBA906231$2bnb
016 7 $a014883604$2Uk
020 $a9780470404829 (cloth)
020 $a0470404825 (cloth)
035 $a(OCoLC)ocn260029151
040 $aDLC$cDLC$dYDXCP$dBTCTA$dUKM$dC#P$dCDX$dBWX$dVP@$dSGB$dDLC
050 00 $aHF5415.5$b.H937 2009
082 00 $a658.8/12$222
100 1 $aHyken, Shep.
245 14 $aThe cult of the customer :$bcreate an amazing customer experience that turns satisfied customers into customer evangelists /$cShep Hyken.
260 $aHoboken, N.J. :$bWiley,$cc2009.
300 $axii, 244 p. :$bill. ;$c24 cm.
504 $aIncludes bibliographical references (p. 231-234) and index.
505 0 $aThe genie and the ice cream shop -- Do you need this book? -- The three forces -- Uncertainty -- Alignment -- Experience -- Ownership -- Amazement -- What the journey looks like from the inside: the internal march to amazement -- What the journey looks like from the outside: the external march to amazement -- Launching the amazement revolution -- Little things: snapshots of organizations and people who get the little things done right -- Problem solving and recovery: snapshots of organizations and people who solve problems and recover well -- Opportunity knocks: organizations and people who look for opportunities to be better than average -- Proactive service and follow-through: snapshots of proactive organizations and people in action -- The art of WOW: snapshots of truly amazing organizations and people -- Tools for success.
650 0 $aCustomer services.
650 0 $aCustomer loyalty.
650 0 $aCustomer relations.