New Books!
-
Unleashing the Chief Moment Officers If you want to raise the bar on creating memorable customer experiences, then this book is your roadmap." --Valerie Willis, VP, Tom Peters Company Do you have a passion for making sure you look after your customers? Do you want to be able to go that extra step to satisfy their needs? Do you want to make sure that your company seizes each moment of opportunity to become better? Customer service is, or should be, at the heart of every business. Let's face it, without customers you have nothing. Organizations which devote themselves to building lasting relationships with their customers must make certain that their teams build on individual strengths and have a genuine care for every customer they deal with. In Unleashing the Chief Moment Officers: Reliably Giving the Gift of Exceptional Experiences, you will discover a lot of evidence for igniting a passion for customer care through chapters on: Understanding that moments can make a difference Getting the right talent in place Appreciating the gifts customers give you (even if it doesn't look like one) Chief Moment Officer truths Unleashing the inner Chief Moment Officer in you And more... It is understood that a moment can seem like a very short period during a hectic day, but by learning how to make the most of them your business can thrive, your customers will be happier and your staff will be more engaged. Get a copy of Unleashing the Chief Moment Officers and see how it could improve your customer service.Call Number: HF5415.5 .H66 2017x -
Uplifting Service: proven path to delighting your customers, colleagues, and everyone else you meet New York Times Bestseller Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You MeetWe are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful clichés like the customer is always right.#157;With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren't we doing it better? New York Times bestselling author Ron Kaufman knows the answer to this question, and not only believes we can do it better, but shows us how. In Uplifting Service he takes you on a journey into a new world of service that is guided by fundamental principles and actionable models. After more than two decades helping leaders transform their service cultures, Kaufman has discovered that while each successful team is different, the architecture they apply to build an uplifting service culture is the same.In this New York Times, USA Today, and Amazon.com bestselling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective-changing insights and case studies, you will learn how the world's best performing companies have changed the game through service”and how you too can follow this proven path to an uplifting transformation.Call Number: HF5415.5 .K3865 2012x -
Kaleidoscope: delivering innovative service that sparkles Add a Little Sparkle to Your Service In his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the "core" of a service experience in a fashion that is value-unique, not just value-added. In his own words, "Innovative comes from your core; it evokes an experience of genuineness, a sense that its source is deep, not superficial." This wonderful book offers powerful, practical advice, along with engaging stories of ways a novel service experience can also be one that is profound.Call Number: HF5415.335 .B45 2017x -
What Customers Crave: how to create relavant and memorable experiences at every touchpoint The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies needto do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and: Gain invaluable insights into who they are and what they care about - Use listening posts and Contact Point Innovation to refine customer types - Engineer experiences for each micromarket that are not only exceptional, but insanely relevant - Connect across the five most important touchpoints - Co-create with your customers - And much more When you learn to provide your customers with exactly what they want, they not only buy-theycome back again and again... and bring their friends. "Call Number: HF5415.5 .W43 2017 -
Service Excellence is as easy as PIE: Perception is everything Most of us work ourselves silly focusing on quality, demonstrated outcomes and proven results. That's a good thing. Yet too often we often stop short of the final step: zeroing in on how all our hard work comes across to the patient or customer. Why do we spend so much time making sure the ingredients are right...and so little time thinking about perception? Liz Jazwiec, award winning author of Eat That Cookie and Hey Cupcake , asks (and answers) this question in her latest book. In Service Excellence Is As Easy As P.I.E. (Perception Is Everything), she deploys her trademark sense of humor as she shares some practical and relatable ways to zone in on and improve service. This latest book in Liz's "treat trilogy" does a delicious job of explaining the tools and tactics that form the whipped-cream smiley on the pie of service excellence. Not only does she explain how to generate powerful impressions and improve perceptions, she folds lots of entertaining stories into the mix. Here's just a sampling of what P.I.E. readers will learn: 1. Service and Quality are two sides of the same coin; you can't improve perception of the former solely by improving the latter. (No matter how superior the engine technology may be, no one will buy the car if the cup holder is in a bad place.) 2. Perception is emotional and spiritual, not scientific which is why it's okay to order flowers for the front desk without any data 3. Human beings don't mind being inconvenienced. They do mind being ignored. 4. Pulling the curtain is about creating privacy, not hiding patients from view (and telling them that makes all the difference). 5. To manage expectations, tell them what you know... with a little cushion. 6. Service Improvement doesn't take extra money, time, or resources sometimes a Styrofoam cup filled with ice is all that's needed. 7. Don't just provide the cozy blankets, let them know you provide the cozy blankets (Get comforCall Number: HF5415.5 .J38 2014x -
Driven to Delight by A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already "best in class." How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business--by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today's market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight; It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You''ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA "Driven to Delight" culture which sets a new gold standard in customer service, employee engagement, and peak performance. You''ll find step-by-step strategies that can be customized to fit your business model and customer needs. You''ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you''ll get a rare first-hand comprehensive view of a world-class company in action. You''ll see how a "best or nothing" organization became customer obsessed, mile after mile, year after year. Most importantly, you''ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that''s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.Call Number: HD9710.G44 D3845 2016 -
Win the Customer by Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to: Align the business around a customer service mission - Make every employee a customer service agent - Create an environment in which exceptional service experiences can happen - Humanize customer service, virtually and in person - Find a way to say "yes' even when the answer is "no' - Ask fewer questions-and provide more answers - Use words that win customers - Empower employees to find innovative solutions - Learn from your critics - Exploit your customer's pain points, but never the customer - Allow for random acts of WOW-they're often the most memorable - And much more When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customersinto lifelong fans. "Call Number: HF5415.5 .M173 2016 -
Be Your Customer's Hero by Call Number: HF5415.5 .T664 2015 -
Leadership for Great Customer Service by Call Number: R727.3 .M385 2014 -
Implementing SAP® CRM by In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted implementing this most critical customer-oriented application due in large part to the lack of a single-point resource on implementing a CRM system. This book attempts to fill that gap. Implementing SAP® CRM will help technologists and managers come to grips with the vision, concept, and technology of CRM. It begins by laying out the groundwork for understanding CRM. It explains the concept and context of CRM and the tangible business benefits of CRM adoption. Demonstrating a professional approach to the evaluation and selection of SAP, it details the critical success factors (CSFs), patterns, and anti-patterns of a successful SAP CRM implementation. CRM implementations can add significant benefit to the company's bottom line only if the company first transforms itself into a customer-centric and customer-responsive enterprise. This book explains what it means to be a customer-centric and responsive enterprise, and provides a framework for business operations based on customer relationships, rather than the traditional four Ps (product, positioning, price, promotion). It further spells out business process reengineering (BPR) strategies to configure internal business processes and operations with SAP CRM to improve customer-facing strategies, services, and relationships.Call Number: HF5415.5 .K35 2015 -
The 91/2 Principles of Innovative ServiceCall Number: HF5415.5 .B55 2013x -
Intention Economy : when customers take chargeCall Number: HF5415.5 .S448 2012 -
Powerful Phrases for Effective Customer ServiceCall Number: HF5415.5 .E895 2012 -
Star-Studded Service: 6 steps to winning patient satisfactionCall Number: R727 .S85 2013x -
Transforming health care : Virginia Mason Medical Center's pursuit of the perfect patient experienceCall Number: RA971 .K4393 2011 -
Uncommon Service: how to win by putting customers at the core of your businessCall Number: HF5415.5 .F728 2012 -
Connected CRM by Three macro trends are changing the marketing landscape and forcing massive change on most organizations: the digitization of media and channels; social media; and the ability for consumers to access media anytime, anywhere. Marketers are responding with data-driven, digital customer strategies and a collective business model transformation. For the first time, marketers are now able to put customers at the core of the business strategy. The challenge, now that there's "universal" buy-in on the philosophy, of 'every organization should be ?customer-centric? is the "how"; How do we successfully implement a comprehensive, data-driven, customer-centric business strategy? The answer is called "Connected CRM", the focus of this book. Customer-centric marketing isn't merely a tactical implementation plan. Executed correctly, it's a fundamental shift in the organization's framework, affecting every department, not just marketing, though it puts marketing at the heart of the business and leadership strategy for the organization. It's a new source of visibility and accountability for the CMO and a new basis of competitive differentiation for the company. CMOs of the future will play a much larger role in all aspects of marketing, sales, service and technology. Through years of work in data-driven customer relationship marketing and observations of successful (and unsuccessful) implementation efforts; Merkle has developed a customer-centricity blueprint for organizations. This book explains how to make it a reality' for sustained competitive advantage.Call Number: HF5415.5 .W5823 2014
Books
Would you like a book sent to your work location? Contact the Library!
Achieving Service Excellence: Strategies for Healthcare. 2nd ed. Myron D. Fottler, Robert C. Ford, and Cherrill P. Heaton. Health Administration Press. [R-727-.F684-2010]
Authenticity: What Consumers Really Want. James H. Gilmore and B. Joseph Pine II. Harvard Business School Press. [HF5415.15 .G55 2007]
The Autonomous Patient: Ending Paternalism in Medical Care. Angela Coulter. TSO. [R-727.42-.C68-2002x]
Award-Winning Customer Service: 101 Ways to Guarantee Great Performance. Renee Evenson. AMACOM. [HF5415.5 .E885 2007]
The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs! Al Stubblefield. John Wiley & Sons. [RA-971-S86-2005]
Becoming a Customer-Focused Organization. Craign Cochran. Paton Press. [HF5415.5 .C58 2006]
Be Our Guest: Perfecting the Art of Customer Service. Disney Institute. Disney Editions. [GV-1853.3-.F62-W3417-2001]
Best Face Forward: Why Companies Must Improve Their Service Interfaces with Customers. Jeffrey F. Rayport and Bernard J. Jaworski. Harvard Business School Press. [HF-5415.5-.R393-2005]
The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs. Bill Price and David Jaffe. Jossey-Bass. [HF5415.335 .P75 2008]
Beyond World Class: Building Character, Relationships, and Profits. Alan M. Ross. Dearborn Trade Publishing. [HF-5415.5-.R67-2002]
The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures. Barbara Gutek and Theresa Welsh. AMACOM. [HF-5415.5-.G878-2000]
Business Etiquette: 101 Ways to Conduct Business with Charm and Savvy. Ann Marie Sabath. Career Press. [HF-5389-.S228-2002]
Cardiac Service Quality: Best Practices for Elevating the Patient Care Experience [Cardiac Program Growth Initiative, v.3]. Cardiovascular Roundtable. The Advisory Board Company. [RA-975.5-.C6-C37-2001x-v.3]
Clued In: How to Keep Customers Coming Back Again and Again. Lewis P. Carbone. FT Prentice Hall. [HF-5415.5-.C367-2004]
Communicating with Your Patients: Skills for Building Rapport. American Medical Association. [R-727.3-.H56-2000x]
Communication for Nurses: Talking with Patients. Lisa Kennedy Sheldon. SLACK. [RT-23-.S53-2004]
Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation. Anders Gustafsson and Michael D. Johnson. Jossey-Bass. [HF-5415.5-.G87-2003]
Conciliation in Healthcare: Managing and Resolving Complaints and Conflict. Anne Ward Platt. Radcliffe. [RA965.6 .P53 2008x]
Connecting with the New Healthcare Consumer: Defining Your Strategy. McGraw-Hill. [RA-395-.A3-C6965-2000]
Connecting with Your Customers.Harvard Business School Press.[HF5415.5 .C658 2006]
Consumer-Driven Health Care: Implications for Providers, Payers, and Policymakers. Edited by Regina E. Herzlinger. Jossey-Bass. [RA-394-.C685-2004]
The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First. Harvey Thompson. McGraw-Hill. [HF-5415.5-T484-2000]
The Customer Comes Second: And Other Secrets of Exceptional Service. Fully revised and updated. Hal F. Rosenbluth and Diane McFerrin Peters. William Morrow and Company. [G-154-.R67-2002]
Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day. Michael D. Basch. Financial Times Prentice Hall. [HD-58.7-.B372-2002]
Customer Equity: Building and Managing Relationships as Valuable Assets. Robert C. Blattberg, Gary Getz, and Jacquelyn S. Thomas. Harvard Business School Press. [HF-5415.55-.B585-2001]
Customer Love: Attracting and Keeping Customers for Life. Chip R. Bell. Executive Excellence. [HF-5415.5-.C87-2000x]
Customer Once, Client Forever: 12 Tools for Building Lifetime Business Relationships. Richard Buckingham. Kiplinger Books. [HF-5415.5-.B799-2001]
Customer Relationship Management: Getting It Right! Judith W. Kincaid. Prentice Hall. [HF-5415.5-.K56-2003x]
Customer Relationship Management: Perspectives from the Marketplace. Simon Knox et al. Butterworth Heinemann. [HF-5415.5-.C838-2003x]
The Customer Revolution: How to Thrive When Customers Are in Control. Patricia B. Seybold with Ronni T. Marshak and Jeffrey M. Lewis. Crown Business. [HD-70-.U5-S436-2001]
Customer Service and the Human Experience: We, the People, Make the Difference. Rosanne D'Ausilio and Jon Anton. Champion for the Human Press. [HF5415.5 .D385 2005x]
The Customer Service Activity Book: 50 Activities for Inspiring Exceptional Service. Darryl S. Doane and Rose D. Sloat. American Management Association. [HF-5415.5-.D58-2005]
Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence. Kristin Baird. Jossey-Bass. [R-7727-.B276-2000]
Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal. Jill Griffin and Michael W. Lowenstein. Jossey-Bass. [HF-5415.5-.G753-2001]
Customers Rule: Why the E-Commerce Honeymoon Is Over. Roger D. Blackwell. Crown Business. [HF-5415.33-.U6-B58-2001]
Delivering Knock Your Socks Off Service. 4th ed.. Performance Research Associates. AMACOM/ American Management Association. [HF5415.5 .A53 2007]
Design: Moving from Strategic Objectives to Patient Services. Crayton Fargason Jr. American College of Physician Executives. [RA-971-.F3743-2002x]
Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process. Jay R. Galbraith. Jossey-Bass/A Wiley Imprint . [HF5415.5 .G345 2005]
E-Service: 24 Ways to Keep Your Customers When the Competition Is Just a Click Away. Ron Zemke and Tom Connellan. AMACOM. [HF-5415.525-.Z46-2001]
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. Leonardo Inghilleri and Micah Solomon. AMACOM. [HF5415.5 .I543 2010]
Excuses, Excuses, Excuses... For Not Delivering Excellent Customer Service--and What Should Happen. Darryl S. Doane and Rose D. Sloat. HRD Press. [HF-5415.5-.D63-2001x]
50 Powerful Ideas You Can Use to Keep Your Customers. Paul R. Timm. Career Press. [HF-5415.5-.T498-2002]
Fish!: A Remarkable Way to Boost Morale and Improve Results. Stephen C. Lundin, Harry Paul, and John Christensen. Hyperion. [HF-5549.5-.M63-L86-2000]
Fish! Tales. Stephen C. Lundin, John Christensen, and Harry Paul with Philip Strand. Hyperion. [HF-5386-.L85-2002x]
The Florence Prescription: From Accountability to Ownerhsip: The Next Frontier for Patient Satisfaction, Workplace Productivity, and Employee Loyalty. Joe Tye. Values Coach Inc. [RA971.35 .t84 2009x]
Follow This Path: How the World's Greatest Organizations Drive Growth by Unleashing Human Potential. Curt Coffman and Gabriel Gonzalez-Molina. Warner Books.
[HF-5549.5-.M63-C64-2002]
Fun Is Good: How to Create Joy & Passion in Your Workplace & Career. Mike Veeck & Pete Williams. Rodale. [HF-5549.5-.H85-V44-2005]
The Future of Competition: Co-Creating Unique Value with Customers. C. K. Prahalad and Venket Ramaswamy. Harvard Business School Press. [HD-41-.P73-2004]
Get Weird: 101 Innovative Ways to Make Your Company a Great Place to Work. John Putzier. AMACOM. [HD-58.8-.P88-2001]
Great Customer Connections : Simple Psychological Techniques that Guarantee Exceptional Service. Richard S. Gallagher. AMACOM. [HF5415.5 .G348 2006]
Harvard Business Review on Customer Relationship Management. Harvard Business School Press. [HF-5414.5-.H37-2001]
Health Professional and Patient Interaction. Ruth Purtilo and Amy Haddad. W. B. Saunders. [R-727.3-.P87-2002]
Healthcare Marketing, Sales, and Service: An Executive Companion. John F. O'Malley. Health Administration Press. [RA-410.56-.O46-2001]
Competing on Excellence: Healthcare Strategies for a Consumer-Driven Market. Alan M. Zuckerman and Russell C. Coile, Jr. Health Administration Press. [RA-971-.Z788-2004]
Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results. Jack Mitchell. Hyperion. [HF-5415.5-.M57-2003x]
Human Sigma: Managing the Employee-Customer Encounter. John H. Fleming and Jim Asplund. Gallup Press. [HF5415.5 .F54 2007x]
I'm Sorry to Hear That: Real Life Responses to Patients' 101 Most Common Complaints about Health Care. Susan Keane Baker and Leslie Bank. RL Solutions. [R727.3 .B35 2006x]
Improving the Care Experience. Joint Commission on Accreditation of Healthcare Organizations. [RA-399-.A3-I467-2000x]
In the Name of the Patient: Consumer Advocacy in Healthcare. Society for Healthcare Consumer Advocacy. American Hospital Association. [RA-965.6-.P45-2003]
The Innovator's Dilemma: The Revolutionary National Bestseller That Changed the Way We Do Business. Clayton M. Christensen. HarperBusiness. [HD-53-.C49-2000b]
The Innovator's Solution: Creating and Sustaining Successful Growth. Clayton M. Christensen and Michael E. Raynor. Harvard Business School Press. [HD-53-.C495-2003x]
Inside the Mind of the Cancer Patient: Uncovering Patient Preferences to Guide Cancer Program Investment. Oncology Roundtable. Advisory Board Company. [RC262 .I58 2007x]
Just Say Yes!: Extreme Customer Service...How to Give It! How to Get It! Philip R. Nulman. Career Press. [HF-5415.5-.N85-2000]
The Kindness Revolution : The Company-Wide Culture Shift that Inspires Phenomenal Customer Service. Ed Horrell. AMACOM. [HF5415.5 .H67 2006]
Knock Your Socks Off: Service Recovery. Ron Zemke and Chip Bell. AMACOM. [HF-5415.5-.Z4595-2000]
Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees. Thom A. Mayer and Robert J. Cates. Health Administration Press. [R-727.3-.M385-2004]
Lessons in Loyalty: How Southwest Airlines Does It: An Insider's View. Lorraine Grubbs-West. CornerStone Leadership Institute. [HE9803.S68 G78 2005x]
Lessons in Service from Charlie Trotter. Edmund Lawler. Ten Speed Press. [TX-911.2-.M27-L417-2001]
Linking Customer and Employee Satisfaction to the Bottom Line. Derek R. Allen and Morris Wilburn. ASQ Quality Press. [HF-5415.335-.A433-2002]
Loyalty Rules: How Today's Leaders Build Lasting Relationships. Frederick F. Reichheld. Bain & Company. [HF-5415.525-.R45-2001]
Managing Customer Relationships: A Strategic Framework. Don Peppers and Martha Rogers. John Wiley & Sons. [HF5415.5 .P458 2004]
Managing Knock Your Socks Off Service. Chip R. Bell and Ron Zemke. AMACOM/American Management Association. [HF-5415.5-.B436-2007]
Managing the Customer Experience: A Measurement-Based Approach. Morris Wilburn. ASQ Quality Press.[HF5415.335 .W55 2006]
Measuring and Improving Patient Satisfaction. Patrick Shelton. Aspen. [RA-399-.A1-S47-2000]
Monitoring, Measuring and Managing Customer-Service. Gary Goodman. Jossey-Bass. [HF-5415.5-.G67-2000]
Now, Build a Great Business!: 7 Ways to Maximize Your Profits in Any Market. Mark Thompson and Brian Tracy. AMACOM. [HD57.7 .T46734 2011]
101 Activities for Delivering Knock Your Socks Off Service. Performance Research Associates, Ann Thomas and Jill Applegate. American Management Association. [HF5415.5 .T477 2009]
101 Ways to Improve Your Pharmacy Worklife. Mark R. Jacobs. American Pharmaceutical Association. [RS-122.5-.J33-2001]
Patient-Centered Healthcare. Edited by Michelle I. Wilde. Adis International. [RA-971-.P37-2000x]
Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care. Irwin Press. Health Administration Press. [R-727.3-.P725-2002]
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation. Robert Bacal. McGraw-Hill. [HF-5415.5-.B28-2005x]
Person Centered Care: A Model for Nursing Homes. Marilyn J. Rantz and Marcia K. Flesner. American Nurses Association. [RA-997.5-.M8-R36-2004]
Putting Patients First: Designing and Practicing Patient-Centered Care. Susan B. Frampton, Laura Gilpin, and Patrick A. Charmel. Jossey-Bass. [R-727.3-.P88-2003]
QBQ!: The Question Behind the Question: What to Really Ask Yourself: Practicing Personal Accountability in Business and in Life. John G. Miller. Denver Press [BF-611-.M55-2001]
Quality of Life: From Nursing and Patient Perspectives: Theory, Research, Practice. Cynthia R. King and Pamela S. Hinds. 2nd edition. Jones and Bartlett. [RC-266-.Q35-2003]
Reinventing the Patient Experience: Strategies for Hospital Leaders. Jon B. Christianson, et al. Health Adminstration Press. [RA965.6 .R48 2007]
Reorganize for Resilience: Putting Customers at the Center of Your Business. Ranjay Gulati. Harvard Business Press. [HF5415.5 .G85 2009]
The Resilient Physician: Effective Emotional Managment for Doctors and Their Medical Organizations. Wayne M. Sotile and Mary O. Sotile. American Medical Association. [RC-451.4-.P5-S67-2002x]
Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery. Liz Osborne. Jones and Bartlett. [RA-956.6-.O83-2004]
Results from the Heart: How Mini-Company Management Captures Everyone's Talents and Helps Them Find Meaning and Purpose at Work. Kiyoshi Suzaki. The Free Press. [HD-62.7-.S987-2002]
Return on Customer: Creating Maximum Value from Your Scarcest Resource. Don Peppers and Martha Rogers. Currency/Doubleday. [HF5415.527 .P47 2005]
Satisfaction : How Every Great Company Listens to the Voice of the Customer. Chris Denove and James D. Power IV. Portfolio. [HF5415.335 .D46 2006]
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service. John R. Dijulius III. AMACOM. [HF-5415.5-.D558-2003]
Serve Right: Everyone's Straight-Talk Guide to Customer Service Success. Steve Ventura. Walk the Talk. [HF5415.5 .V46 2008x]
Service America in the New Economy. Karl Albrecht and Ron Zemke. McGraw-Hill. [HD-9981.5-.A43-2002]
Service Amidst Shortage: Strategic Considerations and Operational Challenges. Health Care Advisory Board. The Advisory Board Company. [RA-399-.A1-S478-2002x]
Service Line Success: Eight Essential Rules. E. Preston Gee. Health Administration Press. [RA-971-.G39-2004]
Service Magic: The Art of Amazing Your Customers. Ron Zemke and Chip Bell. Dearborn Trade Publishing. [HF-5415.5-.Z465-2003]
Seven Power Strategies for Building Customer Loyalty. Paul R. Timm. AMACOM. [HF-5415.5-.T515-2001]
The Simple Truths of Service: Inspired by Johnny the Bagger. Ken Blanchard & Barbara Glanz. Simple Truths. [HF5415.5 .B53 2005x]
The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance. Jody Hoffer Gittell. McGraw-Hill. [HE-9803-.S68-G58-2003]
Star-studded Service: Six Steps to Winning Patient Satisfaction. Kevin W. Sullivan & Meryl D. Luallin. [R727 .S85 2007x]
Strategies for the New Health Care Marketplace: Managing the Convergence of Consumerism and Technology. Dean C. Coddington, Elizabeth A. Fischer, and Keith D. Moore. Jossey-Bass. [RA-427-.C56-2001]
10 Powerful Ideas for Improving Patient Care. James l. Reinertsen and Wim Schellekens. Institute for Healthcare Improvement. [RA-399-.A1-R456-2005]
Total Access: Giving Customers What They Want in an Anytime, Anywhere World. Regis McKenna. Harvard Business School Press. [HF-5415.5-.M3855-2002]
The Trust Crisis in Healthcare: Causes, Consequences, and Cures. Edited by David A. Shore. Oxford University Press. [RA445 .T78 2007]
The Trust Prescription for Healthcare: Building Your Reputation with Consumers. David A. Shore. Health Administration Press. [RA-395-.A3-S495-2005]
The Ultimate Question: Driving Good Profits and True Growth. Fred Reichheld. Harvard Business School Press. [HF5415.5 .R439 2006]
Understanding Human Behavior: A Guide for Health Care Providers. Mary Elizabeth Milliken and Alyson Honeycutt. Seventh edition. Delmar Learning. [R-727.3-.M55-2004]
We Are Smarter than Me: How to Unleash the Power of Crowds in Your Business. Barry Libert & Jon Spector. Wharton School Pub. [HD69.S8 L53 2008]
Web Rules: How the Internet is Changing the Way Consumers Make Choices. Tom Murphy. Dearborn. [HF-5415.1265-.M87-2000]
Wendy Leebov’s Essentials for Great Patient Experiences: No-Nonsense Solutions with Gratifying Results. Wendy Leebov. Health Forum. [R727.3 .L353 2008]
Whale Done: The Power of Positive Relationships. Thad Lacinak, Chuck Tompkins, and Jim Ballard. The Free Press. [BF-503-.W48-2002]
What Clients Love: A Field Guide to Growing Your Business. Harry Beckwith. Warner Books. [HF-5415-.B4235-2003]
What’s the Secret?: To Providing a World-Class Customer Experience. John R. DiJulius III. Wiley. [HF5415.5 .D5583 2008]
Who Killed Health Care? : America's $2 Trillion Medical Problem -- and the Consumer-Driven Cure. Regina Herzlinger. McGraw Hill. [RA395.A3 H475 2007]
Winning with the Customer from Hell: A Survival Guide. Shaun Belding. ECW Press. [HF-5415.5-.B442-2004x]
X-Engineering the Corporation: Reinventing Your Business in the Digital Age. James Champy. Warner Books. [HD-58.87-.C427-2002]
