Secret Service: Hidden Systems that Deliver Unforgettable Customer Service, by John R. DiJulius III.
Published by Amacom, 2003.
Purchase on Amazon
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 customer
• increase customer and employee retention, and turn bland customer service into truly memorable customer experiences
If you've been wondering how on Earth companies like Disney, American Express, Amazon, Ritz Carlton and Nordstrom actually deliver amazing customer experiences, this is the book for you.
John lifts the curtain and details exactly how successful businesses are setting themselves apart from their competitors in a crowded marketplace.
You'll get access to a bevy of systems, policies, scripts and checklists that are currently behind some of the most successful businesses in the world, as well as the tools and confidence to begin implementing similar techniques into your own company.
Even though this book was published at the dawn of e-commerce, it's as relevant today as it was in 2003. And that's saying something.