The last two decades have seen the rise and rise of the service economy, where image - and customer perceptions - are crucially important in building a successful business. Rarely do we buy a hard, tangible object called a 'product'. Financial services sell peace of mind; car manufacturers sell a self-image and an aspirational lifestyle; computer and software companies offer 'solutions' - even food is fashion. Nigel Barlow draws on two decades of experience in 20 countries to argue that the age of service has failed to deliver on its promises. He goes far beyond the standard business-speak cliches of customer service to show why merely satisfying customers is not enough. He explores with original examples and first-hand experinces why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the reader's own organization.

Simply brilliant! Is there anything left to say about superior customer service? The answer is obviously a resounding ' yes.' This book proves it! - Tom Peters

Nigel Barlow is an ex-barrister who since 1980 has developed a business as a strategic coach to organizations including Barclays Bank, Arthur Andersen, the BBC and ICI, and as a keynote speaker at major events. He is the founder director of the Tom Peters Group in the UK, and of Service Legends.