Keeping Customers for Life

In Keeping Customers for Life, Cannie and Caplin present what they consider to be the best work in customer satisfaction being done by companies they call "islands" of service excellence. They specifically asked these companies about their visions, how they translate them into action, the effects on the organization, and the roles and behaviors of management. The value in this work lies in the 12-step customer-driven strategy, which can be used to help service providers analyze where they are in the management process, and which represent an excellent, practical tool for putting theory into practice.