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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success by Leonard L. Berry,

In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. This wise marketing services and inspiring book by Leonard Berry, our leading service expert, moves far beyond his pioneering work in services marketing marketing services and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success. From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, marketing services and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, marketing services and brand cultivation to drive customer satisfaction, innovation, marketing services and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching marketing services and insightful vision ever presented of the principles marketing services and step-by-step actions that continuously bring success to life in a company. Berry's comprehensive model reveals the soul that underlies the strategies marketing services and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul ofService is essential reading for managers everywhere.
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