( 7 reviews )
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Posted: May 16 2009
I bought this book looking for a concise guide that can help my service organization to exceed customer expectations and enhance their experience. I liked this book because it offer a very good model that explain the major gaps that drives the customer experience, it also provide useful tools such as questionnaires and models that in a very practical way, helps the reader to implement this body of knowledge.
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Posted: Dec 27 2008
OK, so it's a text book, but the examples are current and not silly. This means a lot. There are some text books that are as outdated as the subject matter. This one is current and has useful information you can apply to every day work.
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Posted: Jul 16 2007
For online marketing, this book is one of the better ones on the bookshelf. The case studies are excellent and engaging, although the rest of the book was lengthy and difficult to read and retain over the course of a semester. This book, like most textbooks, could sacrifice some of its content for the sake of brevity.
