John R. DiJulius 
What’s the Secret? 
To Providing a World-Class Customer Experience

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 Di Julius will show you how your company can emulate the world’s best customer service providers.

Mục lục

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

Giới thiệu về tác giả

JOHN R. DIJULIUS III is considered the authority on customer service and President of The Di Julius 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.