Since publishing the first edition of this classic that has sold over 250,000 copies, the challenges of keeping customers-or creating customer loyalty-has become even more urgent. Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. Turned-off customers produce devastating ripple effects that quickly drag companies into a morass of mediocrity, while organizations that creatively apply a constant flow of small, customer-centered innovations see consistent and persistent strengthening of their customer base. This book will get all managers and employees thinking about the little things that can make all the difference. If everyone in an organization improves awareness of the simple yet powerful ideas in this volume, the company can and will see dramatic improvements in service and customer loyalty. The impact on the bottom line will be dramatic.

About the Author

An active author, Dr. Paul R. Timm has written dozens of articles and 31 books distributed worldwide by Prentice-Hall, South-Western College Publishing, Career Press, and Crisp Publications. His books have been translated into six languages and have been purchased in large quantities by companies such as AT&T, Staples and others. Dr. Timm served as president and partner in two training companies. Under his leadership these companies conducted seminars reaching as many as 7000 people a month across the U.S., Canada, Australia and New Zealand. He now does selective independent training and consulting for organizations in the U.S. and Europe. He earned university degrees from the State University of New York at Buffalo (BA), Ohio University (Master's) and Florida State University (Ph.D. in Communication and Management). T

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