A must-read book: "Satisfaction" by James Power & Chris Denove
When I find a great book I either send people a review and link to the book. Sometimes I've gone as far as to buy a copy and ciculate it around to people I think would find it of interest.
This is one I'm buying in bulk.
SATISFACTION: How Every Great Company Listens to the Voice of the Customer by James (J D) Power and Chris Denove should be standard primer for everyone interacting with a customer or partner. Period.