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"
actionable suggestions throughout the book. Applicable to most any business.Published 9 days ago by Jim Hilburn
Every business owner, or anyone who deals with the public, NEEDS this book, and needs to read it more than once!Published 26 days ago by Rhonda C.
Great book with great ideas. Gets a little redundant at times.Published 2 months ago by Ryan Joiner
John is a true leader. He knows how to make customers feel special (the secret to customer experience).Published 2 months ago by Amazon Customer
This book is a great guide to ensuring great customer service. The author was very thoughtful in how to build customer satisfaction and loyalty, how to advertise to the right... Read morePublished 5 months ago by Jenny Boyd
This is a must read for all business owners and managers. Then have all your employees read it and put it in practice.Published 6 months ago by Paula Lecher