“Chip Bell’s unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer’s ingenuity for creating breakthrough results.” (Jeanne Bliss, founder and CEO, CustomerBliss and cofounder, Customer Experience Professionals...

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, fickle, vocal, wired, and vain, they have very little tolerance for error and are ready to spread the word quickly over the Internet when things go...

Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of Managing Knock Your Socks Off Service provides listeners with up-to-the-minute advice on how they can create world-class service both in their...