Your Customers' Perception of Quality

What It Means to Your Bottom Line and How to Control It

Your Customer Rules!

Delivering the Me2B Experiences That Today's Customers Demand

You Can't Google It!

The Compelling Case for Cross-Generational Conversation at Work

Would You... To Your Mother

Would You Do That to Your Mother?

Working with Microsoft Dynamics CRM 2011

Wolf in the Attic

The Legacy of a Hidden Child of the Holocaust

Wise Family Business

Family Identity Steering Brand Success

Wired and Dangerous: How Your Customers Have Changed and What to Do About It

Wired and Dangerous

How Your Customers Have Changed and What to Do About It

Wired and Dangerous

How Your Customers Have Changed and What to Do About It

Winning on Purpose

The Unbeatable Strategy of Loving Customers

Winning Her Business

How to Transform the Customer Experience for the World’s Most Powerful Consumers

Winning at Service

Lessons from Service Leaders

Why CRM Doesn't Work

How to Win by Letting Customers Manange the Relationship

Who Stole My Customer??

Winning Strategies for Creating and Sustaining Customer Loyalty

When Customers Think We Don't Care

What's the Secret?

To Providing a World-Class Customer Experience

What Customers Want

Using Outcome-Driven Innovation to Create Breakthrough Products and Services

Website Quality and Shopping Behavior

Quantitative and Qualitative Evidence

We

The Ideal Customer Relationship

We

We

The Ideal Customer Relationship

Walmart

Key Insights and Practical Lessons from the World's Largest Retailer

Wallet Allocation Rule

Winning the Battle for Share

Values Economy

How to Deliver Purpose-Driven Service for Sustained Performance

Value Above Cost

Driving Superior Financial Performance with CVA, the Most Important Metric You've Never Used

Value Above Cost

Driving Superior Financial Performance with CVA, the Most Important Metric You've Never Used

V-Model of Service Quality

An Exploration of African Customer Service Delivery Metrics

Using Information to Develop a Culture of Customer Centricity

Customer Centricity, Analytics, and Information Utilization

Using CiviCRM -

User Research

Improve Product and Service Design and Enhance Your UX Research

User Research

A Practical Guide to Designing Better Products and Services

User is Always Right, The

A Practical Guide to Creating and Using Personas for the Web

User Experience Research

Discover What Customers Really Want

User Experience Management

Essential Skills for Leading Effective UX Teams

Unsold Mindset

Redefining What It Means to Sell

UnSelling

The New Customer Experience

Unsell

Sales Techniques for The Modern Buyer

Unreasonable Hospitality

The Remarkable Power of Giving People More Than They Expect

Unlocking the Customer Value Chain

Unlocking the Customer Value Chain

How Decoupling Drives Consumer Disruption

Unleashing Excellence

The Complete Guide to Ultimate Customer Service

United Breaks Guitars

Unforgettable

The Art and Science of Creating Memorable Experiences

Understanding Proactive Customer Orientation

Construct Development and Managerial Implications

Understanding Customers

Uncommon Service

How to Win by Putting Customers at the Core of Your Business

Uncommon Service

How to Win by Putting Customers at the Core of Your Business

Umami Strategy

Stand Out by Mixing Business with Experience Design

Ultimate Online Customer Service Guide

How to Connect with your Customers to Sell More!

Ultimate Online Customer Service Guide

How to Connect with your Customers to Sell More!

Truth About What Customers Want, The

Trusted

The human approach to building outstanding client relationships in a digitised world

Trust, Institutions and Managing Entrepreneurial Relationships in Africa

An SME Perspective

Trust, Institutions and Managing Entrepreneurial Relationships in Africa

An SME Perspective

Trend-Driven Innovation

Beat Accelerating Customer Expectations

Transform Customer Experience

How to achieve customer success and create exceptional CX

Toxic Client

Knowing and Avoiding Problem Customers

Tourist Customer Service Satisfaction

An Encounter Approach

Total Customer Satisfaction

A Comprehensive Approach for Health Care Providers

Top 10 Tips For Your Top 10 Customers

Tiny Noticeable Things

The Secret Weapon to Making a Difference in Business

This Is Service Design Methods

A Companion to This Is Service Design Doing

Thinking in Services

Encoding and Expressing Strategy through Design

Thank You Economy

Thank God It's Sunday!

The Gospel of Customer Service

Ten Principles Behind Great Customer Experiences, The

Ten Principles Behind Great Customer Experiences

Taming the Search-and-Switch Customer

Earning Customer Loyalty in a Compulsion-to-Compare World

Taming the Search-and-Switch Customer

Earning Customer Loyalty in a Compulsion-to-Compare World

Tale of Two Funerals