The Customer Service North Star!,
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This review is from: Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits (Kindle Edition)
A great book that approaches strategic customer service from an excellent framework and perspective. It bridges the gap by bringing high-level ideas down to earth with great examples and insights. Good for B2B and B2C practitioners.
I've seen John speak a couple of times and am always impressed with the consistency and insight he brings to the subject.
If you have transformational work to do in getting your organization bought into deeper investment in customer service, this is the book for you!