| Providing Exceptional Service as in an Increasingly Competitive Market presented by Eric N. Berkowitz, PhD. Professor of Marketing, Isenberg School of Management, University of Massachusetts, Amherst | PDF, 1MB | open |
| MarkeTrak VIII Best Practices = Good Outcomes, presented by Sergei Kochkin | PDF, 12MB | open |
| Results of the 4th Annual Hearing Industry Benchmark Study presented by Eric Timm, Vice President, Marketing & Customer Care, Phonak | PDF, 1MB | open |
| Customer Service Excellence presented by Dwayne Gremler, PhD | PDF, 4MB | open |
| Customer Service Blueprinting presented by Dwayne Gremler, PhD | PDF, 3MB | open |
| Customer Service Profile Assessment: How to select the right people for the right job and develop them to their full potential, presented by Al Rainaldi, Executive Vice President | PDF, 6MB | open |
| Service Recovery and its Impact on Patient Loyalty, presented by Stephen W. Brown, PhD | PDF, 926kB | open |
