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Customer Experience Management

  Suggested Reading

  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

  Customer Loyalty:
How to Earn It, How to Keep It


by Jill Griffin

  Masterful Coaching:
Extraordinary Results by Impacting People and the Way They Think and Work Together


by Robert Hargrove

  The Heart of Coaching:
Using Transformational Coaching to Create a High-Performance Culture


by Thomas G. Crane

  Monitoring, Measuring, & Managing Customer Service

By Gary S. Goodman

  Good Company:
Caring as Fiercely as You Compete


by Hal F. Rosenbluth & Diane McFerrin Peters

  The Survey Research Handbook:
Guidelines and Strategies for Conducting a Survey


by Pamela L. Alreck and Robert B. Settle

  Effective Coaching

by Marshall J. Cook

  The Loyalty Effect:
The Hidden Force Behind Growth, Profits, and Lasting Value


by Frederick F. Reichheld & Thomas Teal

  Measuring Customer Satisfaction:
Survey Design, Use, and Statistical Analysis Methods


by Bob E. Hayes

  The Customer Comes Second
and Other Secrets of Exceptional Service


by Hal F. Rosenbluth & Diane McFerrin Peters


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