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This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and…

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"Larry's thoughts on customers, culture and talent are immensely valuable for any business, anywhere in the world." — Sheldon S. Wiseman, President & CEO, Amberwood Entertainment Corp. "For Larry the relationship between customers and profitability is…

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Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top…

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"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it…
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The financial market crisis has brought the very business models of many banks into question. What lessons should banks take from these events? What consequences will the industry have to face when dealing with clients? These questions are at the center of this…

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It’s time for an inspiring, commonsense, up to date guide to customer service. That’s why it’s time for Ignore Your Customers (And They’ll Go Away) . This book looks at what it takes to create the highest level of customer service,…

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This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and managers. More than six out of ten people employed in…

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Praise from business leaders for Agile Competitors and Virtual Organizations "This book is right on target! It clearly and concisely depicts the dramatic changes that are taking place in the marketplace. I recommend this book to every company that wants to remain…

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Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.