Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its... [Read More]

Whether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations must best serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Eve... [Read More]

"Genius! Gerry McGovern gets it! If you read one book on managing a website, this is it. A must read for any web manager in any organization, large or small, government or private."-Bev Godwin, director of FirstGov.gov

Written by an internationally acclaimed specialist in this field, Killer Web Content provides the strategies and practical tech... [Read More]

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business bo... [Read More]