//-->
Delivering customer service : a practical guide to managing successful customer relationships
Payne, Sheila, (1999)
101 activities for delivering knock your socks off service
Thomas, Ann, (2009)
The managing customer service pocketbook
Cross, Andy, (2008)
Join the conversation : how to engage marketing weary consumers with the power of community, dialogue, and partnership
Jaffe, Joseph, (2007)
Life after the 30-second spot : energize your brand with a bold mix of alternatives to traditional advertising
Jaffe, Joseph, (2005)
Join the conversation : how to engage marketing-weary consumers with the power of community, dialogue, and partnership