Preface.

About the Authors.

Chapter 1: Extraordinary Customer Satisfaction: The Facts and the Promise.

Chapter 2: Eighteen Commandments for Well-Managed Customer Satisfaction Programs.

Chapter 3: What the Customer Really Wants.

Chapter 4: Measurement Tools That Work.

Chapter 5: Calculating the Cost of Dissatisfied Customers.

Chapter 6: How to Win and Retain Customer Loyalty.

Chapter 7: The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff.

Chapter 8: Building the Customer Satisfaction Team.

Chapter 9: Designing Your Customer Service Strategy.

Chapter 10: Prescriptions for Sustaining Top Customer Satisfaction Ratings.

Recommended Readings.

Index.