Press

		Use Social Media to Partner with Customers and Improve Service Culture Takes Over When the CEO Leaves the Room How Starbucks Trains Customers to Behave Managing Yourself: Stop Holding Yourself Back Win on Service in a Tough Economy The Five Stages of Strategic Grief How to Charge a Fee (Without Starting a Customer Rebellion) Target and the Threat of Free Riders
		Pay-as-You-Drive Insurance: Big Brother Needs a Makeover
		Complexity Kills: Keeping Customer Service Simple Start-Up Customer Service 101 To Offer Great Customer Service, Dare to Be Bad
		These Problems Mean You're Doing Something Right Author: How to Deliver Truly Great Customer Service
		The 5 must-read business books of the year The good intentions that will kill your business
		Why self-checkout lanes don't work
		So Your Service Model Sucks--Here's 4 Ways To Fix It
		Just Make Sure the Fees Are Fair