Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences

Author: John Dijulius
Publisher: Amacom
Published: 01/28/2003
Pages: 208
Binding Type: Paperback
Weight: 0.64lbs
Size: 9.04h x 6.06w x 0.57d
ISBN13: 9780814471715
ISBN10: 0814471714
BISAC Categories:
- Business & Economics | Customer Relations
- Business & Economics | Marketing | General
- Business & Economics | Sales & Selling | General

About the Author

John R. DiJulius III (Cleveland, OH) is the founder of John Robert's Hair Salons, which won the Ernst & Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing. For more information about he author visit his website www.secretservicesystems.com.