THE CUSTOMER REVOLUTION How to Thrive When Customers Are In Control

Businesses beware! Customers today are demanding more, paying more attention to their relationships with your brand, and obsessed with the quality of their buying or service experience. This trend leads to companies micromanaging their product lines and customer service scripts to squeeze every last drop of value out of products or transactions. With great examples and an attitude that makes the work to be done sound doable, the authors recommend that all facets of the customer experience be quantified and carefully executed. This important and well-done business audio is made more enjoyable by the relaxed urgency in the author's reading, which is perfect for this material. T.W. (c) AudioFile 2002, Portland, Maine [Published: AUG/SEP 02]