This reference offers coverage of aspects of customer service and support. Contributors from companies including Coopers & Lybrand, IBM and Xerox offer advice o

Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Managem

“A journey into a powerful idea . . . the more people you involve as creators and contributors, the greater your innovation capacity.” —Polly LaBarre, New

A world-renowned innovation guru explains practices that result in breakthrough innovations "Ulwick's outcome-driven programs bring discipline and predictabilit

"The Unexpected" posits a new theory about the relationship between service and customer loyalty, as well as how to execute it. Four elements comprise The Unexp