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Gary Vaynerchuk

HarperBusiness, 2011

(9)

If your firm isn’t already using social media, it clearly doesn’t care about its customers. Here’s how to change that perception.

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Human Sigma

John H. Fleming and Jim Asplund

Gallup Press, 2007

(7)

Build quality into your company’s employee-customer encounters to enhance the value of that pivotal relationship.

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Customer Care Excellence

Sarah Cook

Kogan Page, 2008

(7)

To boost your profits, build customer satisfaction. Hint: to make your consumers happy, first make your staff happy.

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How to Talk to Customers

Diane Berenbaum and Tom Larkin

John Wiley & Sons, Inc., 2007

(7)

Managing customer impressions.

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Customer Retention