The Book
Table of Contents
Read Chapter 2
The Seminar
Information
Schedule
Value Proposition
To Order
Contents
| Foreword | ix | |||
| Introduction | xi | |||
| 1 | The Challenge: To Create and Maintain Satisfied Customers | 1 | ||
| 2 | Moments of Truth | 5 | ||
| 3 | Boundary Concepts | 13 | ||
| 4 | Closed Boundaries Separate and Divide | 23 | ||
| 5 | Open Boundaries Differentiate and Encourage Relationships | 33 | ||
| 6 | ...Consequences | 45 | ||
| 7 | Feedback Concepts | 53 | ||
| 8 | Outside-In Feedback | 61 | ||
| 9 | Six Steps ... to Satisfied Customers | 75 | ||
| 10 | Build Paths ... to Your Customers | 89 | ||
| Acknowledgments | 101 | |||
| The Authors | 105 | |||
| Index | 107 |