Who's Your Gladys?

In Who’s Your Gladys? Marilyn Suttle and Lori Jo Vest present ten companies that have achieved remarkable success by focusing on customers and building long-term relationships. These companies have experienced increased sales, greater employee satisfaction, and higher rankings in their various industries because they do what it takes to provide their customers with enjoyable and memorable experiences. The authors present valuable advice for anyone involved in customer service, and the basic principles uncovered in each case study can be applied to any relationship and can prove helpful to anyone who wishes to improve his or her own interpersonal skills.