Only too often, we falter when it comes to completing a task properly and on time. It is the last 10 per cent that seems to elude us-and this usually results in a negative customer experience.
But then some companies-Wal-Mart, Starbucks, Nestlé and Southwest Airlines, to name a few-are far ahead of the curve: they have customers at the heart of whatever they do.
What do these companies do that sets them apart? They genuinely believe in delivering a great customer experience; the thinking that accompanies this belief makes all the difference.
The Last Ten Per Cent shows us how to go that extra mile.
Imprint: India Portfolio
Published: Nov/2014
ISBN: 9780143421085
Length : 280 Pages
MRP : ₹299.00
