"One of the best contributions a marketing department can make to a quality improvement program is to guarantee customer satisfaction beyond the ordinary. Christopher Hart shows how to do it".--Minneapolis Star Tribune.
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Editorial Reviews
About the Author
Christopher Hart is an adjunct professor of marketing on the executive-education faculty at the University of Michigan Business School and president of Spire Group, Ltd., a management-consulting and executive-education firm that specializes in helping clients to strengthen and expand customer relationships.
Previously, Dr. Hart was a professor in the marketing department at Cornell and in the operations-management department at Harvard Business School.
Dr. Hart has been a speaker at numerous conferences and senior-executive seminars. He also is a prolific author, having written six books, including the definitive Extraordinary Guarantees: Achieving Breakthrough Gains in Quality and Customer Satisfaction. His best-selling Service Breakthroughs: Changing the Rules of the Game was a cooperative effort with former Harvard colleagues James Heskett and W. Earl Sasser, Jr. In addition, he has written more than 40 articles for academic, management, and popular publications. Dr. Hart has received four awards for these writings, including a McKinsey ("Article of the Year") Award for his Harvard Business Review article, "The Power of Unconditional Service Guarantees."
Dr. Hart served for three years as an examiner for the Malcolm Baldrige National Quality Award. His clients include American Express, AT&T, CitiBank, Deloitte & Touche, FedEx, General Electric, GE Capital, GTE, Harley Davidson, IBM Global Services, MONY, Promus Hotel Corp., Wang Global and Williams Companies.
He received his bachelor's degree from Cornell University, his MBA from Harvard, and his doctorate from Cornell.
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Most Helpful Customer Reviews
12 of 12 people found the following review helpful:
5.0 out of 5 stars
This extraordinay book is really an A+,
By A Customer
This review is from: Extraordinary Guarantees : A New Way to Build Quality Throughout Your Company & Ensure Satisfaction for Your Customers (Hardcover)
I used this superb book at the company where I work to help devise a risky, previously unheard-of guarantee. The guarantee has helped our sales to growth extraordinary fast. However, it's impossible to even consider such a move without thinking through all the possibilities- some disastrous- inherent in triggering an extraordinary guarantee. The author covers every base extremely thoroughly. The best contributions a marketing department can make to a quality improvement program is to guarantee customer satisfaction beyond the ordinary. Christopher Hart shows how to do it, like nobody can do. Christopher, we thank you for your superb work. Edward F. Stegman, Marketing Director Cruise Club Holidays
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