Service workers share their funniest and most cringeworthy stories of difficult, demanding, and just plain mind-boggling encounters with the public . . . “Ma�

This volume includes the full proceedings from the 2011 World Marketing Congress held in Reims, France with the theme The Customer is NOT Always Right? Marketin

On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They

Don't let the customer get between you and building a strong valued brand If you want to stand out from the crowd, develop a clear and consistent brand voice, a

A breakthrough guide to the real lessons of business Have you ever noticed that individuals of brilliance often fall short of their true potential? Great ideas,