Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Synopsis

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? 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 reapthe 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 customers • Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences "

Excerpt

There’s a story about an aging Walt Disney who was in his studio one day and met a young boy, and it goes like this:

“Do you draw Mickey Mouse?” the boy asked.

“No, I don’t draw any more,” Disney replied.

“Do you make up all the jokes and ideas?”

“No, I don’t do that either.”

“Well, then, what do you do, Mr. Disney?”

After a thoughtful pause, Walt Disney smiled at the boy and said, “Well, sometimes I think of myself as a little bee. I go from one area of the studio to another and gather pollen and sort of stimulate everybody. I guess that’s the job I do.”

John DiJulius is the Walt Disney of John Robert’s. in Secret Service, John demonstrates how the most effective leaders continuously strive to bring together the right people, give them the finest tools, and inspire them to deliver unforgettable customer service. They know that legendary customer service is not about smiles and simply being nice. It’s about vision, systems, training, and creating a magical moment for each and every guest … becoming truly customer intimate.

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