What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers.
What's the Secret
and over one million other books are available for Amazon Kindle. Learn more
 |
| ||||||||||||||||||
Save up to 70% when you rent your textbooks on Amazon. Keep your textbook rentals for a semester and rental return shipping is free. |
Book Description
Frequently Bought Together
Editorial Reviews
From the Inside Flap
Business has never been tougher than it is today. Are you competing on price or service? The only companies surviving with long-term sustainability are the ones fanatical about differentiating themselves through the customer experience they deliver.
The companies that focus on delivering a world-class customer experience not only have higher sales growth, a stronger bottom line, and lower employee turnover, they also have a distinct competitive advantage in their marketplace. What's the Secret? presents an in-depth, inside look at the world-class customer service strategies employed by the world's most customer-friendly companies.
Top customer service consultant John DiJulius has spent his entire career cracking the code to learn how organizations can deliver world-class service. Now he reveals the proven strategies and principles of world-class service companies like Disney, Nordstrom, and The Ritz-Carlton. While even small companies often struggle to deliver adequate customer service on a regular basis, these companies manage to align tens of thousands of employees to deliver consistent top-class care and service to every customer.
No matter how small or large your business—even if you only manage yourself or a small department—the best practices you'll find in What's the Secret? will change the way you serve customers and lead to long-term excellence. You'll find the proven steps, best practices, and service standards that you need to build a customer service machine that delivers day-in and day-out. You'll learn how to attract and retain a high-quality customer service workforce, measure customer satisfaction, and create a culture that routinely finds ways to go above and beyond for your customer.
No matter what you do, customer service excellence is the indisputable key to long-term business success and the only way to make price less relevant to your customers. Provide a world-class customer experience and dominate your market.
From the Back Cover
Praise For What's the Secret?
"In a world of ever-increasing mediocrity, real customer service and relationship buildingare the keys to competitive differentiation. DiJulius's work is a blueprint to helping businesses exceed customer expectations."
—John Maguire, COO, Panera Bread
"It's no secret that DiJulius helps companies go above and beyond mundane services to stage truly compelling experiences. His real-world, down-in-the-trenches perspective in What's the Secret? is sure to help many managers create an enduring legacy of being the very best they can be."
—James H. Gilmore, coauthor of Authenticity: What Consumers Really Want
"DiJulius has an amazing ability to offer clarity and simplicity to the message of creating world-class service. This book offers a road map to creating superior service in any industry."
—Nance Hastings, Vice President, Field Education and
Talent Development, Estée Lauder
"Given the general uniform quality of global products and services, the primary way firms differentiate themselves and drive exceptional margins is through outstanding customer service—secret service! DiJulius's book provides the kind of practical simplicity and depth it takes to achieve industry-dominating customer service. I know, because we've exposed thousands of business owners to DiJulius's approach and results match the promises."
—Verne Harnish, founder, Entrepreneurs' Organization; CEO, Gazelles, Inc.;
and author, Mastering the Rockefeller Habits
"In this fast-changing global world, DiJulius has been able to simplify the game of service. People's tastes and time constraints have rapidly changed, but the desire for personalized human contact still remains the overwhelming factor in winning."
—John Rolfs, General Manager, The Ritz-Carlton
"What's the Secret? delves even farther into the customer service experience and, more importantly, explains how to focus the entire organization on this one key element to all business success. DiJulius has once again delivered a fine addition to any business library."
—Maggie Hardy Magerko, owner and President, 84 Lumber Company
Product Details
Would you like to update product info or give feedback on images? |
More About the Authors
Discover books, learn about writers, read author blogs, and more.
Customer Reviews
Share your thoughts with other customers
Most Helpful Customer Reviews
13 of 15 people found the following review helpful
By D. Thompson
Format:Hardcover
Looking for a way to make your prices irrelevant? This book opened my eyes to why companies like Disney don't have to cut their prices because of the economy.
Don't bother doing the research on how to improve your customer service, DiJulius has already done it all and included all the key points in his latest book. Even how to hire the right service minded people-priceless insight! What's the Secret? gives you everything you need to know to create, improve, and maintain great customer service. This book should be a mandatory read for anyone dealing with internal and external customers.
His writing style makes it an easy read that you can't put down! DiJuius is real and genuine, he uses experience as a speaker and consultant from his work with top service companies (Ritz Carlton, Nordstrom, Starbucks, Lexus and more) to provide the reader with actual conditions and systems. Whether business to business or business to consumer, any company -of any size- can indulge their customer with world-class service by following his easy to understand 10 commandment structure. And as an added plus--DiJulius gives you the web address to take his service aptitude test online "FREE" to see how you rank. Brilliant follow up to his first book, Secret Service-which I highly recommend you purchase with this one if you haven't read it already.
Don't bother doing the research on how to improve your customer service, DiJulius has already done it all and included all the key points in his latest book. Even how to hire the right service minded people-priceless insight! What's the Secret? gives you everything you need to know to create, improve, and maintain great customer service. This book should be a mandatory read for anyone dealing with internal and external customers.
His writing style makes it an easy read that you can't put down! DiJuius is real and genuine, he uses experience as a speaker and consultant from his work with top service companies (Ritz Carlton, Nordstrom, Starbucks, Lexus and more) to provide the reader with actual conditions and systems. Whether business to business or business to consumer, any company -of any size- can indulge their customer with world-class service by following his easy to understand 10 commandment structure. And as an added plus--DiJulius gives you the web address to take his service aptitude test online "FREE" to see how you rank. Brilliant follow up to his first book, Secret Service-which I highly recommend you purchase with this one if you haven't read it already.
9 of 11 people found the following review helpful
Format:Hardcover
This book is even better than DiJulius' first book. If you care at all about customer service, and we all should, then you should do like me and buy one for your whole team. Great book.
2 of 2 people found the following review helpful
Format:Hardcover|Amazon Verified Purchase
we all know customer service is important but this is the first time I saw a way to quantify it for my practice. How do truly know if you if an applicant has the aptitude for customer service BEFORE you hire them? This book shows you. It covers non negotiable standards for each level of interaction your customers has with you.
This level of customer service isn't just for big fortune 500 companies, now it is manageable for everyone.
Highly recommend read for every employee and boss.
This level of customer service isn't just for big fortune 500 companies, now it is manageable for everyone.
Highly recommend read for every employee and boss.
Most Recent Customer Reviews
5.0 out of 5 stars
Very Good Book
This is a book that you can apply inmediately to your business to improve a World Class Service Company regardless of the industry you are in. Read more
Published 13 days ago by Charles Munguia
3.0 out of 5 stars
a book on implementing customer service in your organization (not...
The book contains many examples of implementation of customer experience strategy. The CSAT is a useful tool for evaluating your company's current state of focus on customer... Read more
Published 1 month ago by Michael Ruckman
5.0 out of 5 stars
Awesome system for treating people the way they should be treated!
I am so glad that Mr. DiJulius did not keep his "Secret" a secret and shared with us. My entire life has been in customer service and already knew many of these great... Read more
Published 4 months ago by Roslynn M Fulmer
5.0 out of 5 stars
Revealing and exciting!
It is simply the best book I've read about customer loyalty. This is as close as you can get to having your personal couch for achieving World Class Service in your company. Read more
Published 10 months ago by J. Pun
4.0 out of 5 stars
Understanding to Practice
John Dijulius opens up a broad palette of thought, practices and expertise regarding the manner in which service can be developed and used as a driver of competitive advantage in... Read more
Published on May 10, 2011 by Eric Brown
5.0 out of 5 stars
Customer Obsession is the Key
John DiJulius gets it. This is an excellent book, full of practical tips, worksheets, and ideas. Anyone serious about building an enduring business would benefit from reading... Read more
Published on December 23, 2009 by James K. Boyer
5.0 out of 5 stars
blown away
This was a great resource tool that I will continue to refer back to. There is no one in any type of buisness that cannot find something in this book. Read more
Published on October 2, 2008 by Ian Brooks
5.0 out of 5 stars
Now, there's no excuse for anything less than World Class Service
If there is anyone I've ever met that has captured the essence of consistently delivering world-class service, it's John DiJulius. Read more
Published on June 5, 2008 by Neil Ducoff
5.0 out of 5 stars
Great Book!!!
An incredible book! A wealth of information. Just an exceptional book for anyone who deals with customers, or people in general, in any form of business. Read more
Published on April 29, 2008 by Ryan
