Fred Reichheld
Customer Retention Practice Leader, Bain & Company

“Customer retention is one of the most important strategic issues for the 1990s…Serving Them Right: Innovative and Powerful Customer Retention Strategies embraces many of the concepts and principles that we have found to be important to our clients as they manage toward Zero Defections.”

Burt Staniar
Chairman and CEO, Westinghouse Broadcasting

“Laura Liswood is right on the money. Her strategies for keeping customers will definitely translate to the bottom line.”

Frederick W. Smith
Chairman and CEO, Federal Express

Serving Them Right is must reading for anyone trying to improve the quality and performance of a service organization.”

Robert W. Galvin
Chairman of the Executive Committee, Motorola

Serving Them Right will prove to be a productive tool for the countless companies that have elevated their objective in the pursuit of total quality.”