The Experience! How to Wow Your Customers and Create a Passionate Workplace
"...a cautionary tale for the transition companies must make to turn cost-based 'call centers' into profit-building 'contact centers." --Martha Rogers, Partner, Peppers and Rogers Group, and co-author, The One to One Fieldbook"...a rare combination... a visionary approach focused around the customer experience, coupled with pragmatic lessons." --Katrina Howell, Program Leader, Contact Center Technologies Research, Frost & Sullivan"A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop." --Jerry Vass, author of Soft Selling in the Hard World"Lior Arussy gets it... how, in our world of oversaturated interruptions, trust and true customer support are the ultimate differentiators." --Bob Rosenschein, CEO, AtomicaEvery page contains something that all business people--whether sole proprietors or executives in a multinational company--need to know." --Ron Moritz, CEO, Moritz Technology Corporation, and Former Senior Vice President and Chief Technical Officer, Symantec Corporation