John R. Dijulius

What's the Secret?

To Providing a World-Class Customer Experience

• Gebundenes Buch

Produktbeschreibung

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, Estée 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

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Produktdetails

• Verlag: Wiley & Sons
• Artikelnr. des Verlages: 14519612000
• 1. Auflage
• Seitenzahl: 336
• Erscheinungstermin: 1. April 2008
• Englisch
• Abmessung: 235mm x 157mm x 23mm
• Gewicht: 540g
• ISBN-13: 9780470196120
• ISBN-10: 0470196122
• Artikelnr.: 23265303

Autorenporträt

JOHN R. DIJULIUS III is considered the authority on customer service and President of The DiJulius Group, a consulting firm that helps companies differentiate themselves through superior customer service. He is also the owner of the John Robert's Spa, a chain of high-end salons and spas repeatedly selected among the top twenty in America. For more information, visit www.thedijuliusgroup.com.

Inhaltsangabe

Preface vii
Secret Service Terminology xiii
Acknowledgments xv
Part I: The Customer Service Crisis 1
1 The Smoking Gun 3
Definitive proof of the return on investment in providing superior service
2 The State of Service 25
Is your company part of the customer service crisis or customer service
revolution?
3 World-Class Service Sins 45
What prevents companies from being world class?
4 Service Aptitude Level 57
What level is your company?
Part II: The Customer Service Revolution 75
5 Commandment I: Service Vision 87
A clear purpose of why the business exists
6 Commandment II: Creating a World-Class Internal Culture 111
Attract, hire, and retain only the people who have the Service DNA
7 Commandment III: Nonnegotiable Experiential Standards 133
Experience standards everyone must follow
8 Commandment IV: Secret Service Systems 149
Utilizing Customer Intelligence to personalize their experience and engage
and anticipate
their needs
9 Commandment V: Training to Provide a World-Class Customer Experience 181
Systems and processes that remove variation and provide a consistent
customer experience
10 Commandment VI: Implementation and Execution 205
How to go from ideas on paper to consistently executed concepts
11 Commandment VII: Zero Risk 219
Anticipating your service defects and having protocols in place to make it
right
12 Commandment VIII: Creating an Above-and Beyond Culture 243
Constant awareness and branding of how to be a hero
13 Commandment IX: Measuring Your Customer's Experience 271
What gets measured gets managed
14 Commandment X: World-Class Leadership 295
Walking the talk
Index 315