Select A View
HPMD Home Page
![](/hpmd/WQUOTES.NSF/63d39931e20c39a08525688000059261/$Body/0.230?OpenElement&FieldElemFormat=gif) |
![](/icons/ecblank.gif) | Author | Title/Subject | |
![Show details for Case Studies](/icons/expand.gif) | Case Studies |
| |
![Show details for Change Management](/icons/expand.gif) | Change Management |
| |
![Show details for Charity](/icons/expand.gif) | Charity |
| |
![Show details for Computers](/icons/expand.gif) | Computers |
| |
![Show details for Consulting](/icons/expand.gif) | Consulting |
| |
![Show details for Culture](/icons/expand.gif) | Culture |
| |
![Hide details for Customer Service](/icons/collapse.gif) | Customer Service |
| |
| Carlzon, Jan | Moments of Truth (Need for Measurement) | ![](/icons/ecblank.gif) |
| Carlzon, Jan | Moments of Truth (15 Second Moments of Truth) | ![](/icons/ecblank.gif) |
| Fritz, Jerry | Value of a Strong Customer Service Culture () | ![](/icons/ecblank.gif) |
| Griesing, David | Quality: How to Make It Pay (Quality at the expense of service?) | ![](/icons/ecblank.gif) |
| Happ, Ed | Goal of Customer Service (Brochure Quote: CS) | ![](/icons/ecblank.gif) |
| Happ, Ed | The Team and The Fans (Case Study: The Stadium Analogy) | ![](/icons/ecblank.gif) |
| Happ, Ed | The Case of the Cajun Popcorn (Case Study: on service flexibility) | ![](/icons/ecblank.gif) |
| Happ, Ed | More Impersonal than an ATM (Case Study: The Local A&P) | ![](/icons/ecblank.gif) |
| Happ, Ed | House calls for kids shoes (Case Study: Nordstrom kid's shoes) | ![](/icons/ecblank.gif) |
| Happ, Ed | Your Car Will be Ready at Noon (Case Study: The Car Repair Story) | ![](/icons/ecblank.gif) |
| Happ, Ed | The Dry Cleaner with the Rich Memory (Case Study: New Canaan Cleaners) | ![](/icons/ecblank.gif) |
| Happ, Ed | Tour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep) | ![](/icons/ecblank.gif) |
| Happ, Ed | Customer Service Exercises (CS Seminar Exercises) | ![](/icons/ecblank.gif) |
| Happ, Steve | The Missing Hilton Hotel Coupon (Case Study: No Problem!) | ![](/icons/ecblank.gif) |
| Hawken, Paul | Growing a Business (Responsiveness in...) | ![](/icons/ecblank.gif) |
| Hawken, Paul | Growing a Business (You are the Company) | ![](/icons/ecblank.gif) |
| Hawken, Paul | Growing a Business (Bureaucracy, Rules and Regulations) | ![](/icons/ecblank.gif) |
| Kelley, Mike | The Case of the Runaway Treadmill (Case Study: Joe Rella's Story) | ![](/icons/ecblank.gif) |
| Kelley, Mike | The Conference, and Lesson Plans (Case Studies Exercises) | ![](/icons/ecblank.gif) |
| Kelley, Mike | Connecticut School District #14, School Bond Issue (Case Study 1: School District Bond Issue) | ![](/icons/ecblank.gif) |
| Peppers, Don & Martha Rogers | The One-to-One Future: Building relationships One Customer at a Time (Brochure quote) | ![](/icons/ecblank.gif) |
| Peters, Tom | Thriving on Chaos (Perception is Everything) | ![](/icons/ecblank.gif) |
| Peters, Tom | Thriving on Chaos (Service Pays Handsomely: PIMS & TARP studies) | ![](/icons/ecblank.gif) |
|