What's the Secret?: To Providing a World-Class Customer Experience

ISBN-13: 9780470196120 / Angielski / Twarda / 2008 / 336 str.

John Dijulius

Opis

What's the Secret? gives you an inside look at the world-class customer service strategies of 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.

Spis treści

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 V I: Implementation and Execution 205

How to go from ideas on paper to consistently executed concepts

11 Commandment V II: Zero Risk 219

Anticipating your service defects and having protocols in place to make it right

12 Commandment V III: 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

O autorze

John R. DiJulius III is considered the authority on customer service andPresident 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.

Blurb

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