Rating: 
Summary: Excellent insight into winning company formulas
Review: No it doesn't take major working capital to build a successful marketing machine. It does require a focus on the details that are important to your customers. Before you squander working capital on fancy advertising campaigns, read this book. Then you will learn that spending your money on product formulation, service and support are the cornerstones to successful marketing. This book provides exceptional real world examples of how to grow a business by focusing on customer service solutions.
Rating:
Summary: Real live companies w/ real live successes are believable.
Review: The book was very easy to read. The success stories of the companies were an enlightenment. If I plan to open my own business, I would definitely consider the processes discussed in the book. Excellent book for all businesses. It's a keeper.
Rating:
Summary: The book is pregnant with motivating examples
Review: The books quotes numerous examples. That's what the book is all about. Readers may use these as foundation point for implementing best practises in their own companies. Different companies have different situations. These ideas motivate one to perform well, often to surge ahead of the competition. Gives you the adrenaline pump to come out with the best. The importance of value-chain is emphasized by quoting examples of companies such as Lexus which managed continuity of service despite problems in plants of its suppliers. Readers have to be cautioned that this book is not a panacea to customer-service problems. Customer Service is not a mere toll-free number. A reader will realise this and much more by reading this book.
Rating: 
Summary: old stuff
Review: This book should have been titled "Best Practices,as Understood by AA". While there's good information on how others have focused on giving customers what they want, when they want it, where they want it and how they want; there's little new ground covered. Rather than looking inward to AA people for "Best Practices" the authors should have sought out cutting edge solutions and provided ways to implement. The promblem with corporate inbreeding is that you limit the intellectual gene pool.
Rating:
Summary: Real direction for customer satisfaction
Review: This book truly explains how best practices can be applied to any organization that wants to increase customer satisfaction and revenues. It does this with case studies of some of the leading companies in the world. Enjoyable reading and easy to follow.
Rating: 
Summary: A worthwhile read with some minor distractions.
Review: This is definitely a worthwhile book to read. It contains many interesting, memorable case studies. In addition, each chapter summarizes with an "agenda" and a list of "Diagnostic Questions." These diagnostic questions are targeted to help detect suboptimal situations and begin the process of extraction. If this book has a downside, it's primarily in the first few chapters, which tend to be thinly-veiled advertisments for Andersen. But, once beyond this, the advertisments are stripped away, and the real meat of the book is fully evident. If you're looking for Hiebeler's definition of "best practices," you won't find it in this book. But, you will see many examples of best practices, and how to become more customer-oriented in every level of business.
| 
