"Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experien

Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer managemen

Includes a detachable folded poster of "The Hatrix."

This essential guide to marketing, advertising, and PR unlocks current strategies to build and leverage consumer influence across social media. The fourth editi