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"
Good book for checking to make sure your business is doing all it can to deliver excellent customer service.Published 1 month ago by sandra jones
Loved this book - it gave me the exact information I needed to design a plan for the company I'm working at.Published 1 month ago by shannala
No matter what type of business you are in, you deal with customers, and keeping the customers happy and satisfied should be the mission of any business. Read morePublished 2 months ago by Jin Hee
I'm in a different service industry (not even remotely related to salons) and this was great for my business too!Published 4 months ago by Cindy A
I received the book digitally at first but there were so many pages that I wanted to mark and use for different departments, we ended up buying the hard copy too! Read morePublished 5 months ago by Cheryl Connors
actionable suggestions throughout the book. Applicable to most any business.Published 7 months 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 8 months ago by Rhonda C.