Almost ready!
In order to save audiobooks to your Wish List you must be signed in to your account.
Log in Create accountShop small, give big!
With credit bundles, you choose the number of credits and your recipient picks their audiobooks—all in support of local bookstores.
Start giftingLimited-time offer
Get two free audiobooks!
Now’s a great time to shop indie. When you start a new one credit per month membership supporting local bookstores with promo code SWITCH, we’ll give you two bonus audiobook credits at sign-up.
Sign up todayKeeping the Edge
This audiobook uses AI narration.
We’re taking steps to make sure AI narration is transparent.
Learn moreWhat is a company’s balance point between the demands of its customers and the profit expectations of its shareholders? In the era of “lean and mean” operations, is quality service still the key to a business’ bottom line? To answer these corporate life-and-death questions, Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and reviews what has happened to them since. Ninety-nine of the original 101 are still in business, but all have had to learn valuable lessons along the way in order to keep, refine, and reinvent their edge in increasingly competitive markets. By looking at what has worked for corporations such as Home Depot, Merck, and McDonald’s, and what has not for others such as American Express, Disney, and Acura, Schaaf reveals the new direction in service for CEOs, corporate managers, and small-business owners alike.
Dick Schaaf is a writer, editor, and producer with more than thirty years’ experience in business communication. He is an active speaker and seminar leader, has written or cowritten numerous books, and is a regular contributor to a variety of publications. He lives in Minneapolis.
Reviews
“Broad outlines of successful service strategies are concisely presented here and supported with anecdotal evidence. This book is highly recommended to corporate executives and business students who want to gain insight into the basic issues of quality service in a rapidly changing environment.”
Expand reviews