Product Description: What is a company's balance point between the demands of its customers and the profit expectations of its shareholders? In the era of ''lean and mean'' operations, is quality service still the key to a business's bottom line? To answer these corporate life-and-death questions, Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and reviews what has happened to them since...read more

Product Description: In 1989, Dick Schaaf, co-author of "Service Edge", which profiled 101 leading organizations that were making service their #1 priority. Now, in "Keeping the Edge", Schaaf revisits the surviving 99 companies, including American Express, Disney, and Home Depot, to see how they have fared...read more

A handy, fun-to-read reference covers business terms from everyday words to technical talk, from popular acronyms to computerese, from buzzwords to sports words. Original.

Product Description: Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.

Outlines how businesses can build a service ethos into their corporate culture, detailing how America's top service companies create, manage, and maintain their edge