What's the Secret and over one million other books are available for Amazon Kindle. Learn more
Qty:1
  • List Price: $29.95
  • Save: $6.53 (22%)
FREE Shipping on orders over $35.
In Stock.
Ships from and sold by Amazon.com.
Gift-wrap available.
FREE Shipping on orders over $35.
Condition: Used: Good
Access codes and supplements are not guaranteed with used items.
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See all 2 images

What's the Secret: To Providing a World-Class Customer Experience Hardcover – May 2, 2008

ISBN-13: 978-0470196120 ISBN-10: 0470196122 Edition: 1st

Buy New
Price: $23.42
36 New from $14.35 44 Used from $1.95 6 Collectible from $11.00
Amazon Price New from Used from
Kindle
"Please retry"
Hardcover
"Please retry"
$23.42
$14.35 $1.95
Unknown Binding
"Please retry"
$349.11
Year-End%20Deals%20in%20Books

Frequently Bought Together

What's the Secret: To Providing a World-Class Customer Experience + Secret Service: Hidden Systems That Deliver Unforgettable Customer Service + Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Price for all three: $54.47

Buy the selected items together
NO_CONTENT_IN_FEATURE

Best Books of the Year
Best Books of 2014
Looking for something great to read? Browse our editors' picks for 2014's Best Books of the Year in fiction, nonfiction, mysteries, children's books, and much more.

Product Details

  • Hardcover: 336 pages
  • Publisher: Wiley; 1 edition (May 2, 2008)
  • Language: English
  • ISBN-10: 0470196122
  • ISBN-13: 978-0470196120
  • Product Dimensions: 6.3 x 1.1 x 9.3 inches
  • Shipping Weight: 1.2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (18 customer reviews)
  • Amazon Best Sellers Rank: #128,529 in Books (See Top 100 in Books)

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


More About the Authors

Discover books, learn about writers, read author blogs, and more.

Customer Reviews

4.8 out of 5 stars
5 star
15
4 star
2
3 star
1
2 star
0
1 star
0
See all 18 customer reviews
His writing style makes it an easy read that you can't put down!
D. Thompson
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.
Michael J. Fischer
Anyone serious about building an enduring business would benefit from reading this book.
James K. Boyer

Most Helpful Customer Reviews

14 of 17 people found the following review helpful By D. Thompson on May 1, 2008
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.
2 Comments Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
9 of 11 people found the following review helpful By Michael J. Fischer on April 28, 2008
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 Comments Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
3 of 3 people found the following review helpful By Michael Ruckman on April 4, 2013
Format: Hardcover
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 experience and getting the reader thinking in the mindset for developing a strategy. The 10 Commandments represent a framework for implementation.
Despite the title, this is not a book on customer experience, but a book on service quality. The book devotes a chapter to the importance of measurement for ongoing improvement but basically just provides an example of a study by Service Management Group called "Five Things We Learned from Talking to 100 Million People," giving seemingly obvious conclusions such as " loyal customers drive sales and profits," rather than any specific metrics. The author also seems to heavily pitch his firm's services, which is perhaps why there are little details on measurement.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
5 of 6 people found the following review helpful By Ian Brooks on October 2, 2008
Format: Hardcover
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. There is no reason for any person in management not to own this book.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
2 of 2 people found the following review helpful By Ginger Bratzel on February 17, 2010
Format: Hardcover 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.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
2 of 2 people found the following review helpful By James K. Boyer on December 23, 2009
Format: Hardcover Verified Purchase
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 this book.
We are all accustomed to 5-point rating scales in surveys. Check out John's interpretations and thoughtful breakdowns of each point, beginning on page 59.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
5 of 7 people found the following review helpful By Neil Ducoff on June 5, 2008
Format: Hardcover
If there is anyone I've ever met that has captured the essence of consistently delivering world-class service, it's John DiJulius. His new book, What's the Secret, is a step-by-step roadmap to excellence. This is not a book to keep on a shelf -- it belongs on your desk as a perpetual guide to doing it light years better than your competition.
--Neil Ducoff, CEO Strategies, author of "No-Compromise Leadership: A Higher Standard of Leadership Thinking and Behavior"
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again
1 of 1 people found the following review helpful By J. Pun on July 27, 2012
Format: Kindle Edition Verified Purchase
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. We already started a revolution in my company and stablished a 1 year working plan to start providing a high level service. It doesn't matter the industry you are in, you'll be able to learn and understand several key concepts. But if you are providing services, this is a MUST! You won't regret it!
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback. If this review is inappropriate, please let us know.
Sorry, we failed to record your vote. Please try again

Most Recent Customer Reviews