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• Suggested Reading
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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