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From the dynamic writing team whose classic bestseller, The One to One Future, launched the Customer Relationship revolution, Rules to Break and Laws to Follow brings the unique Peppers and Rogers perspective to the most important issues facing businesses today.
Based on their decades of experience working with leading companies around the world, Peppers and Rogers are kicking the business model up yet one more notch. Written in their hallmark conversational style, Rules to Break and Laws to Follow will help you make better decisions a dozen times a day:
Why short-termism drives your business, and what you can do to stop it while still paying the bills
Why new, interactive technologies mean that customer trust is more important today than it ever was before
How respectful disagreement and dissent within your business can lead to better decisions, more innovation, and an engaging workplace environment
How to recover your customers' trust after it is undermined by a PR disaster or some other problem
Why social networks of customers don't always act rationally, and how best to use such networks to benefit your organization
What kind of corporate culture you need to ensure that your employees create real value for your business even when no one's looking over their shoulders
How to create a "climate of innovation" at your firm to ensure a continuous flow of new ideas, product and service improvements, and creative decision-making
Reading this book is just like being in a business presentation by Don and Martha. The text flows very fluently, pouring real life examples drawn from their extensive experience... Read morePublished on July 6, 2008 by Fernando Pierry
Don and Martha continue to write about the customer experience from different viewpoints, each making great points and providing insight for both those who are recipients of that... Read morePublished on June 5, 2008 by Valerie Peck