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Jay Baer

How to Embrace Complaints and Keep Your Customers

Performance Research Associates

Bill Price and David Jaffe

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Janelle Barlow and Claus Moller

Using Customer Feedback as a Strategic Tool

Lewis P. Carbone

How to Keep Customers Coming Back Again and Again

Derek Rodenhausen et al.

Chuck Hemann and Ken Burbary

Making Sense of Consumer Data in a Digital World

Christine Astorino et al.

Jenna Tiffany

Overcome Common Pitfalls and Create Effective Marketing

Thomas A. Stewart and Patricia O’Connell

Service Design, Strategy, and the Art of Customer Delight

Claes Fornell

Winners and Losers in the Battle for Buyer Preference

Dag Fredrik Bjørnland et al.