What's the Secret?
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...
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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, Est_e 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
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.
- :<p>preface Vii</p> <p>secret Service Terminology Xiii</p> <p>acknowledgments Xv</p> <p><b>part I: The Customer Service Crisis 1</b></p> <p><b>1 The Smoking Gun 3</b></p> <p>definitive Proof Of The Return On Investment In Providing Superior Service</p> <p><b>2 The State Of Service 25</b></p> <p>is Your Company Part Of The Customer Service Crisis Or Customer Service Revolution?</p> <p><b>3 World-class Service Sins 45</b></p> <p>what Prevents Companies From Being World Class?</p> <p><b>4 Service Aptitude Level 57</b></p> <p>what Level Is Your Company?</p> <p><b>part Ii: The Customer Service Revolution 75</b></p> <p><b>5 Commandment I: Service Vision 87</b></p> <p>a Clear Purpose Of Why The Business Exists</p> <p><b>6 Commandment Ii: Creating A World-class Internal Culture 111</b></p> <p>attract, Hire, And Retain Only The People Who Have The Service Dna</p> <p><b>7 Commandment Iii: Nonnegotiable Experiential Standards 133</b></p> <p>experience Standards Everyone Must Follow</p> <p><b>8 Commandment Iv: Secret Service Systems 149</b></p> <p>utilizing Customer Intelligence To Personalize Their Experience And Engage And Anticipate Their Needs</p> <p><b>9 Commandment V: Training To Provide A World-class Customer Experience 181</b></p> <p>systems And Processes That Remove Variation And Provide A Consistent Customer Experience</p> <p><b>10 Commandment V I: Implementation And Execution 205</b></p> <p>how To Go From Ideas On Paper To Consistently Executed Concepts</p> <p><b>11 Commandment V Ii: Zero Risk 219</b><br /> <br /> Anticipating Your Service Defects And Having Protocols In Place To Make It Right</p> <p><b>12 Commandment V Iii: Creating An Above-and-beyond Culture 243</b></p> <p>constant Awareness And Branding Of How To Be A Hero</p> <p><b>13 Commandment Ix: Measuring Your Customer?s Experience 271</b></p> <p>what Gets Measured Gets Managed</p> <p><b>14 Commandment X: World-class Leadership 295</b></p> <p>walking The Talk</p> <p>index 315</p>