TY  - BOOK
AU  - Rodin Robert
AU  - Hartman Curtis
TI  - Free, perfect, and now: connecting to the three insatiable customer demands : a CEO's true story 
SN  - 0684850222
AV  - HF5415.5 
U1  - 658.8/12 
PY  - 1999///
CY  - New York
PB  - Simon & Schuster
KW  - Customer services
KW  - United States
KW  - Consumer satisfaction
KW  - Customer relations
N1  - 1. The Customer Connection: Addressing the Problem -- 2. You Don't Know What You Don't Know: Learning Where to Look -- 3. Frustration by Design: Why Bad Things Happen in Good Organizations -- 4. Management on Trial: Launching Radical Change -- 5. The $15,000 Pallet Rack: Building a Common Mission -- 6. Money Matters Most: Designing the Right Incentives -- 7. No One Asks for a Salesman: Customers Want Solutions -- 8. The Uses of Tools: Technology Without Tears -- 9. Captain Internet and the Tower of Babel: Get Wired -- 10. The Upside of Perfect: Creating an Innovative Culture -- 11. Millennium Rules: What's Next?
ER  -