- 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: 26 customer reviews
- Amazon Best Sellers Rank: #601,546 in Books (See Top 100 in Books)
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What's the Secret?: To Providing a World-Class Customer Experience Hardcover – May 2, 2008
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From the Inside Flap
Business has never been tougher than it is today. Are youcompeting on price or service? The only companies surviving withlong-term sustainability are the ones fanatical aboutdifferentiating themselves through the customer experience theydeliver.
The companies that focus on delivering a world-class customerexperience not only have higher sales growth, a stronger bottomline, and lower employee turnover, they also have a distinctcompetitive advantage in their marketplace. What's the Secret?presents an in-depth, inside look at the world-class customerservice strategies employed by the world's most customer-friendlycompanies.
Top customer service consultant John DiJulius has spent hisentire career cracking the code to learn how organizations candeliver world-class service. Now he reveals the proven strategiesand principles of world-class service companies like Disney,Nordstrom, and The Ritz-Carlton. While even small companies oftenstruggle to deliver adequate customer service on a regular basis,these companies manage to align tens of thousands of employees todeliver consistent top-class care and service to everycustomer.
No matter how small or large your businesseven if you onlymanage yourself or a small departmentthe best practicesyou'll find in What's the Secret? will change the way you servecustomers and lead to long-term excellence. You'll find the provensteps, best practices, and service standards that you need to builda customer service machine that delivers day-in and day-out. You'lllearn how to attract and retain a high-quality customer serviceworkforce, measure customer satisfaction, and create a culture thatroutinely finds ways to go above and beyond for your customer.
No matter what you do, customer service excellence is theindisputable key to long-term business success and the only way tomake price less relevant to your customers. Provide a world-classcustomer experience and dominate your market.
From the Back Cover
Praise For What's the Secret?
"In a world of ever-increasing mediocrity, real customer serviceand relationship buildingare the keys to competitivedifferentiation. DiJulius's work is a blueprint to helpingbusinesses exceed customer expectations."
John Maguire, COO, Panera Bread
"It's no secret that DiJulius helps companies go above andbeyond mundane services to stage truly compelling experiences. Hisreal-world, down-in-the-trenches perspective in What's the Secret?is sure to help many managers create an enduring legacy of beingthe very best they can be."
James H. Gilmore, coauthor of Authenticity: What ConsumersReally Want
"DiJulius has an amazing ability to offer clarity and simplicityto the message of creating world-class service. This book offers aroad 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 andservices, the primary way firms differentiate themselves and driveexceptional margins is through outstanding customerservicesecret service! DiJulius's book provides the kind ofpractical simplicity and depth it takes to achieveindustry-dominating customer service. I know, because we've exposedthousands of business owners to DiJulius's approach and resultsmatch 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 tosimplify the game of service. People's tastes and time constraintshave rapidly changed, but the desire for personalized human contactstill remains the overwhelming factor in winning."
John Rolfs, General Manager, The Ritz-Carlton
"What's the Secret? delves even farther into the customerservice experience and, more importantly, explains how to focus theentire organization on this one key element to all businesssuccess. DiJulius has once again delivered a fine addition to anybusiness library."
Maggie Hardy Magerko, owner and President, 84 LumberCompany
Top customer reviews
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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
It is a must read any business owner employee management