Alumni Books

Your Customer Rules!

Your Customer Rules! (Jossey-Bass, 2015)

Co-authored with Bill Price, who set up Amazon’s customer service, David Jaffe’s second book recommends how to address core customer needs. The book defines a hierarchy of seven needs that companies can meet and apply, giving examples of companies that meet these needs. He shows how a new business model is emerging, where the customer directs the relationship.

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