خدمات مخفی: سیستم‌های پنهانی که خدمات مشتری فراموش‌نشدنی ارائه می‌دهند

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service 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. 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. Packed with examples applicable to a wide range of industries, this book 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" 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. The new rules for persuasive messaging. When it comes to messaging, what worked in the past won't work today. Our noisy, digital world has undermined our ability to focus. For a message to grab attention and persuade, it now has to pass the SAUCE test and be: Simple, Appealing, Unexpected, Credible, and Emotional. Secret Sauce shows you how to transform unconvincing messages into compelling copy. It comes with a 15-question SAUCE test and a Heat Gauge which allows you to precisely measure the persuasive impact of your messages. Short, easy to read, and packed with visuals, Secret Sauce provides: Clear examples of what works and what doesn't * Fascinating insights from behavioral and neurological research * Powerful lessons from successful and failed campaigns Less than 10 percent of marketing messages are truly compelling-engaging the head and heart. Secret Sauce helps you weed out the clutter and craft messages that stick. Secret service systems : creating behind-the-scenes systems Secret service at work : implementing secret service systems Your front line is your bottom line : the value of your front line people What are we really selling? : making it an experience Drilling for oil in your own backyard : marketing to go deeper with your existing customers Creating passionate team members : developing a strong corporate culture An opportunity to be a hero : turning customer complaints into positive experiences Enhancing the quality of lives around us : giving back E-nough : getting back to the face-to-face relationships.