Customer satisfaction is now the buzz word on every executive's lips. This book, based on the Forum Corporation's in-depth research, provides any manager with a

If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform thei

Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit

Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sect