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What's the Secret: To Providing a World-Class Customer Experience |  |
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What's the Secret: To Providing a World-Class Customer Experience | |
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.
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
目录
Preface.
1. The Smoking Gun.
Definitive Proof Of The Return On Investment In Providing Superior Service.
2. The State of Service.
Is Your Company Part Of The Customer Service Crisis or Customer Service Revolution?
3. World Class Service Sins.
What Prevents Companies From Being Superior At Service.
4. Service Aptitude Level.
What Level Is Your Company?
5. I - Develop a Service Vision.
A Clear Purpose Of Why The Business Exists.
6. II-Create a World-Class Internal Culture.
Attract, Hire And Retain Only The People Who Have The Service DNA.
7. III-Non-Negotiable Experiential Standards.
Experience Standards Everyone Must Follow.
8. IV-Secret Service Systems.
Utilizing Customer Intelligence To Personalize Their Experience, Engage And Anticipate Their Needs.
9. V-Training to providing a World-Class Customer Experience.
Systems And Processes That Remove Variation And Provides A Consistent Customer's Experience.
10. VI - Implementation and Execution.
How To Go From Ideas On A Paper To Being Consistently Executed.
11. VII - Zero Risk.
Anticipating Your Service Defects And Having Protocols In Place To Make It Right.
12. VIII-Creating an Above & Beyond Culture.
Constant Awareness & Branding Of How To Be A Hero.
13. IX-Measuring Your Customer's Experience.
What Gets Measured Gets Managed.
14. X-World-Class Leadership.
Walking the Talk.
……
