When

On November 16, 2009, John Wiley & Sons will release the second edition of this definitive guide, which has been fully-updated and expanded to include the latest tools, best practices, and user insights by a range of companies and organizations. Among those featured are a national restaurant chain with 31,000 outlets, an international manufacturer of industrial engines and fuel systems with annual sales of $14 billion, an eight-state chain of kids’ hair salons, a ten-bank holding company, and a 460-mile toll-based turnpike carrying up to 2 million vehicles a day.

Few know this subject as thoroughly as Snow and Yanovitch, who have counseled hundreds of companies – including AAA, American Express, Blockbuster, Cummins, Ernst & Young, ExxonMobil, Marriott, Nationwide, Nokia, RadioShack, Scholastic and Subway. Each has spent the greater part of three decades in the field, working with companies that have played a pivotal role in setting the benchmarks on which

Snow learned the magic of incomparable customer service during a 20-year career with the Walt Disney Company, where he served in such positions as head of Disney University Cast Training and manager of the newly-formed Disney Institute’s Customized Programs division that trained outside corporations in

the Disney philosophy. Yanovitch’s expertise in service excellence was acquired over a period of two decades as a consultant and trainer to approximately 300 of the Fortune 500 companies. She is a former vice president for the quality management firm, Philip Crosby Associates, and a top keynote speaker and workshop presenter for the Disney Institute Business Programs and Disney University. Both are internationally-recognized consultants, trainers and speakers today. (Full bios are available at www.unleashingexcellence.com.)