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Although 70% of the customera s decision to buy is based on how they are treated as people, few ornganizations have recognized its importance as well as understanding how to implement the "human touch" art as a science. John McKean provides a practical guide to implementing this art as consistent, business--wide, technology--enabled science drawn form proven approaches from world--class human touch practitioners.

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Book Details

ISBN: 9780470848890
ISBN-10: 0470848898
Format: Hardback
(231mm x 161mm x 23mm)
Pages: 324
Imprint: John Wiley & Sons Ltd
Publisher: John Wiley and Sons Ltd
Publish Date: 29-Oct-2002
Country of Publication: United Kingdom

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Author Biography - John McKean

John McKean is the Executive Director of the Center for Information Based Competition, which provides thought--leadership to help businesses advance their understanding of customers, both as consumers and human beings. John is frequently called on by the worlds leading businesses to inspire new levels of customer awareness and effectiveness, through fact--based insights combined with a passion for customer excellence. John McKeans real--world customer work is balanced with the academic rigors of guest lecturing at MIT Sloan Graduate School and postgraduate work at Harvard University. He holds a BSc in Economics and a Masters degree in Business.

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