November 2010
Intermediate to advanced
112 pages
1h 21m
English
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Sources for Focusing on Your Customer
The following sources aided in development of this book:
Duran, Nicole. “Airlines Change to Better Service.” South Bend Tribune, October 14, 1999.
———. “United Airlines Dumps Feeder for Air Wisconsin.” South Bend Tribune, November 18, 1999.
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser Jr., and Leonard A. Schlesinger. “Putting the Service-Profit Chain to Work.” Harvard Business Review, March–April 1994.
Heskett, James L., and Jeffrey Rayport. “Breakthrough Service Management.” An Interactive Internet Course. Module 3: Building Loyalty. San Francisco: Pensare, and Boston: Harvard Business School Publishing, 1999.
Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Service-Profit ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.