Customer service stinks! -- Confronting the future -- The end of "generic strategies" -- The first priority of business -- Quality : the new strategic weapon -- The management of expectations -- What superior customer services really is -- What your strategy must do -- Designing the future -- What counts around here? -- Who is our customer? -- What value will we offer? -- The way to total improvement -- Managing the process -- Other factors to work on -- What's in it for me? -- Making change a way of life -- Now, it's over to you.