Formats Book Description Publication Date: May 28, 1993 | Series: Jossey-Bass Management Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer. Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer. Editorial Reviews Review ``Customer satisfaction is an abstract term, but failure to achieve it has very tangible consequences for a company. This book does a good job of providing very practical insights into how to achieve a customer-focused corporate culture.'' -- John A. Young, former president and CEO, Hewlett-Packard Company ``Offers a how-to guide for managers who are serious about keeping the company's customers coming back for more.'' -- John B. McCoy, chairman and CEO, Banc One Corporation From the Inside Flap Provides a blueprint for building and maintaining a total organizational commitment to greater customer