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Revised and updated for the first time- here is the 200,000-copy staple, praised by Warren Buffett as "a gem.... I wish everyone at Berkshire would follow [Jack Mitchell's] advice-we would own the world." If you want to put your arms around your business and…

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Not every client is a good client! In that first flush of life as business owners, we often say "yes" to anyone who wants to hire us. We think the most important thing is establishing a client base. As long as we're getting hired, that's a good thing, and it's…

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New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization. Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's…

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They've been teaching service for so long at Zingerman's that it's hard to remember a day when they didn't. When they got into business in 1982, Paul Saginaw and Ari Weinzweig had only two other people on staff. And although all four were working hard to give…

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New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization.Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's…

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New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization.Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's…

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In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors , who sully your…

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Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ?relationship? with your company?s customer service department, or…

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No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver?especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create distinction in his…

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No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver?especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create distinction in his…

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Economic downturns separate winning companies from the struggling. And as bestselling author Jeffrey J. Fox shows, tough times also give solid companies, strong managers, and potential rainmakers the opportunity to seize market share. How to Be a Fierce…