Lead with your customer : transform culture and brand into world-class excellence / Mark David Jones, J. Jeff Kober ; foreword by Lee Cockerell.

Includes bibliographical references and index.

Your customer really is the key -- Leading with your external and internal customers -- Achieving proven leadership excellence -- Using the world class excellence model to transform your business -- Proclaiming the promise of your culture -- Engaging employees for service excellence -- Optimizing your workplace for team results -- Harnessing the power of processes -- Providing products that motivate your employees -- Understanding the real price of passion -- Communicating the promise of your brand -- Turning your front line into your bottom line -- Creating a workplace that strengthens customer service -- Making an impact through processes -- Delivering products and services they really want -- Creating loyalty and profits with the right price -- How service "netting" gets results -- Service recovery that really works -- Tips for leading implementation -- Leading forward to world-class excellence.

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