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The Secret Service

By John Dijulius

Product Image: The Secret Service

The Secret Service

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Description
All businesses have customers, but how many of them deliver unforgettably good customer service? 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.
Product details
Binding:
Paperback
Number of Pages:
194
Release Date:
2003-01-28
Publication Date:
2003-01-28
Publisher:
AMACOM
Languages:
Original: English
ISBN10:
0814471714
ISBN13:
9780814471715
GPSR Manufacturer Reference:
[email protected]
Weight:
324 g
Height:
152 cm
Width:
229 cm
Thickness:
12 cm
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