Customer service is not only an important function for every company, it can be a powerful tool to drive cash-flow, profits and growth. And not just for the obvious reasons. In this book, Randy MacLean shows how a sophisticated approach to the structure and deployment of a two-tier customer service capability can significantly accelerate a company's growth and market share, and multiply profit rates. The new approach supports and magnifies the unseen profit dynamics that drive the economics of every business. The result of a decade of advanced analytical work and insights from the world's most profitable companies, this surprising approach can put any company into a leadership position while delivering world-class customer service. The book features an inventory of policies and techniques every executive will want when they're planning, training and implementing a world-class concierge customer service group.