Simply Better: Winning and Keeping Customers by Delivering What Matters Most »

Patrick Barwise is Professor of Management and Marketing at London Business School. Seán Meehan is the Martin Hilti Professor of Marketing and Change Management at IMD, Lausanne, Switzerland.

Barwise (management and marketing, London Business School) and Meehan (marketing and management, IMD, Lausanne, Switzerland) argue that the focus in recent years on "bells and whistles" types of differentiation without attending to customers' basic needs has failed to win companies loyal customers. They offer a no-nonsense, back-to-basics manifesto for experienced managers, calling for a return to providing basic customer service needs, including good service, on-time delivery, and quality products. Annotation ©2004 Book News, Inc., Portland, OR

September 16 2004 - Financial Times

this is a welcome book that sheds light on a glaring deficiency in contemporary business culture.