Selling the Invisible: A Field Guide to Modern Marketing
When you want to broaden your perspective, this will help you understand how customer and employee satisfaction mixes with and reinforces other marketing efforts. While the author focuses on services, it's useful in any industry—we're all competing on intangibles these days.
Ann has been a great resource for us. She responds timely, has good suggestions, and really knows her craft. Ann is our primary resource when it comes to major surveys and reports.
Barry L. Brown