Forget everything you've ever heard about customer service. The key to retaining customers isn't making your customers happy, but ensuring that your employees are. In fact, for all the talk of customer service and the shelves of books on the topic, most companies lose half of their customers every five years. According to Dennis McCarthy, these companies get it wrong because they fail to make the link between employee loyalty and customer loyalty. With wit, insight, and real-world examples, he illustrates how to increase employee loyalty to ensure a trusting and loyal customer base as well as to improve profitability, competitiveness, and market share.
-- One of the first books to address a pervasive and puzzling problem confronting the modern-day workplace
-- McCarthy has been a keynote speaker on this subject at industry conferences and client-sponsored events for GMAC, Forbes, NYNEX, and Inc. magazine