Books:

• The Ultimate Question - Driving Good Profits and True Growth - click here
• Satisfaction - How Every Great Company Listens to the Voice of the Customer - click here
• What Your Clients Won't Tell You and Your Managers Don't Know - click here
• The Loyalty Effect - The Hidden Force Behind Growth, Profits, and Lasting Value - click here
• Raving Fans - A Revolutionary Approach to Customer Service - click here

Articles:

• The Employee Customer Profit Chain at Sears - click here
• Putting the Service Profit Chain to Work - click here
• The One Number You Need - click here
• Zero Defections - click here
• Clueing In Customers - click here
• Loyalty Leverage - Measure and Increase Customer Retention - click here