What if you could guarantee your customers an amazing experience-and then deliver on that promise every time?The Guaranteed Customer Experience turns the concep

Amidst a wealth of products and services, customers are hearing one message more consistently than ever before: "Buy from us...or not...your business isn't that

From an accomplished journalist, this illuminating chronicle of the trials, tribulations, and triumph of Zingerman’s—a beloved, $70 million-dollar Michigan-

“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshin