Loyal for Life: How to Take Unhappy Customers from Hell to Heaven in 60 Seconds or Less
John has once again focused on service, loyalty, and service recovery as the key ingredients for outstanding profitable and maintainable growth; he cites many examples in a fast-paced, readable work. --Robert Hunter, D.M.D. CEO of DentaQuestLoyal for Life reminds us that we are our brand, and every customer experience either strengthens or weakens the brand. --Vernon W. Hill, II, Chairman of the Board and President Commerce Bank