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The Changing Face of Today's Customer: Strategies for Attracting and Retaining a Diverse Customer and Employee Base In Your Local Market Paperback – March 15, 2007

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Editorial Reviews


The global marketplace is not only getting smaller, but considerably more competitive. Growing a business is more challenging than ever. The Changing Face shows us how to better understand our increasingly diverse customer's and employee's needs. By turning this cultural complexity into a competitive advantage, we can build loyalty and stay one step ahead of the market. --Pete Garcia, Vice President, Latin America, Continental Airlines

Finally, a book on global service trends that is well-written, informative, and useful. The Changing Face should be a big hit with global businesses. Congratulations on a much-needed addition to the customer service bookshelf. --Robert Gault, Chief Operating Officer, Universal Studios Orlando

The issues, exercises, and case studies covered in The Changing Face of Today's Customer are very relevant in today's culturally-diverse business environment. In our efforts to listen to the voice of the customer, we must adapt our business processes in multicultural markets to better serve these clients. Your book opened my eyes to the need to conduct focus groups, customer interviews, and the in-depth research needed to serve diverse customers on their own terms. --Riccardo Ferracini, Zone Manager, Acura Automobile Division

About the Author

Consider the following three questions: 1) The globe is shrinking, is your business expanding? 2) Creating a global presencein the U.S. Is your team ready? 3) You might be The Leader, but are your international customers and multicultural employees following? What was your answer? Join Doug Lipp, the former head of corporate training at the Walt Disney University, as he takes you on an informative, behind the scenes tour of some of most successful international teams in the world. What is their secret to success? How have they overcome spectacular challenges? How have some developed an international customer base without going overseas? Doug Lipp, an internationally acclaimed expert on customer service, leadership and global business, motivates and challenges audiences around the world as a consultant and speaker. He has spent over 30 years working from the front lines to the boardrooms of corporations around the world, and has been a featured guest on National Public Radio and Bloomberg News. Fluent in Japanese and with a Master s degree in International Business Communication, Doug was on the start-up team for Tokyo Disneyland, Disney s first international theme park. Doug is the author of numerous articles and five books on leadership, customer service and international business, including this most recent: The Changing Face of Today's Customer: How to Attract and Retain a Diverse Customer and Employee Base. With a foreword by renowned business leader Peter Ueberroth, head of the US Olympic Committee and Ken Blanchard of One Minute Manager fame, The Changing Face addresses how businesses can be more responsive to the growing number of foreign national customers and employees both in North America and internationally. Some of Doug's clients include: * University of California * Microsoft * AT&T * Pebble Beach Company * Merrill Lynch * Motorola * Wells Fargo Bank * GE Capital * IBM * Toyota * Sandia Labs * Intel * U.S. Air Force * Cigna Health * Honda For more information about Doug, please visit his website or e-mail Doug at: doug@douglipp.com

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