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Customer experience expert and author John R. DiJulius 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.
Packed with examples applicable to a wide range of industries, Secret Service 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.
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.
Customer experience expert and author John R. DiJulius 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.
Packed with examples applicable to a wide range of industries, Secret Service 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.
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.
Chapter 2: Secret Service Systems
Chapter 3: Secret Service at Work
Chapter 4: Your Front Line Is Your Bottom Line
Chapter 5: What Are We Really Selling?
Chapter 6: Drill for Oil in Your Own Backyard
Chapter 7: Create Passionate Team Members
Chapter 8: An Opportunity To Be a Hero
Chapter 9: Enhancing the Quality of Lives Around Us
Chapter 10: E-nough"
| Empfohlen (von): | 17 |
|---|---|
| Erscheinungsjahr: | 2003 |
| Fachbereich: | Werbung & Marketing |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: | Kartoniert / Broschiert |
| ISBN-13: | 9780814471715 |
| ISBN-10: | 0814471714 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: | Dijulius, John |
| Hersteller: | AMACOM |
| Verantwortliche Person für die EU: | Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de |
| Maße: | 229 x 152 x 12 mm |
| Von/Mit: | John Dijulius |
| Erscheinungsdatum: | 28.01.2003 |
| Gewicht: | 0,324 kg |
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