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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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Good Company: Caring as Fiercely as You Compete
by Hal F. Rosenbluth & Diane McFerrin Peters — May 1998
Good Company goes behind the scenes at fifteen of the world's best companies to reveal how they have met today's most pressing management challenges, and it offers solutions that can be implemented in any company - large or small. Like thousands of companies in the mid-1990s, Rosenbluth International and the other companies showcased here wrestled with the combined pressures of globalization, unprecedented growth, competition from technology, and an emphasis on speed and efficiency, by embracing uncertainty and learning to reinvent themselves to the benefit of customers and employees alike. In Good Company, Hal Rosenbluth and Diane Peters show how businesses can manage change gracefully - and profitably - by remaining steadfast to the fundamental principles of trust and respect and by maintaining a deep commitment to a corporate culture that brings out the best in everyone.
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Fabled Service: Ordinary Acts, Extraordinary Outcomes
by Betsy Sanders — August 1997
As Vice President and General Manager of Nordstrom, Inc., renowned for 12 years, Elizabeth Sanders made Nordstrom the benchmark against which any company, retail or otherwise, now measures itself. In Fabled Service, Sanders defines legendary service and explores the benefits and drawbacks of providing it to customers.
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Customer Loyalty: How to Earn It, How to Keep It
by Jill Griffin — June 1997
Studies show that customer satisfaction does not equate to continued sales–it is the loyal customer who resists the competitor’s tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
by James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger — April 1997
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa.
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The Customer Comes Second and Other Secrets of Exceptional Service
by Hal F. Rosenbluth & Diane McFerrin Peters — January 1994
The CEO of Rosenbluth Travel explains how his company has thrived by putting the employee, and not the customer, first, and discusses the success of new ideas in hiring, performance review, technological development, and compensation.
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Customer Service Operations: The Complete Guide
by Warren Blanding — September 1991
An expert guide to every phase of customer service operations. It covers the development of standards and procedures, measurements of quality performance and customer satisfaction, complaint policies, and all aspects of the day-to-day operations that are the essence of customer service.
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