Below are a list of publications that are available for purchase. Please contact us for any custom printing requests or quantity orders of over 100 copies.
The Value Profit Chain
Serving employees well and knowing when to train and when to "fire" customers will boost a firm's bottom line, according to this team of Harvard Business School professors.
The Service Profit Chain
That the customer should be--indeed, must be--at the heart of any service company's strategy is certainly not a cosmos-altering revelation. But the equations, formulas, research, and just plain common sense...
Managing the Customer Experience
The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Those companies have created a Branded Customer Experience.
Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition), James L. Heskett, Thomas O. Jones, Gary Loveman, W. Earl Sasser Jr., Leonard A. Schlesinger
The Value Profit Chain
The Service Profit Chain
Managing the Customer Experience