Print this page Share

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

ISBN: 978-0-470-19612-0
336 pages
May 2008
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.
See More

Secret Service Terminology.


Part I: The Customer Service Crisis.

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 world class?

4 Service Aptitude Level.

What level is your company?

Part II: The Customer Service Revolution.

5 Commandment I: Service Vision.

A clear purpose of why the business exists.

6 Commandment II: Creating a World-Class Internal Culture.

Attract, hire, and retain only the people who have the Service DNA.

7 Commandment III: Nonnegotiable Experiential Standards.

Experience standards everyone must follow.

8 Commandment IV: Secret Service Systems.

Utilizing Customer Intelligence to personalize their experience and engage and anticipate their needs.

9 Commandment V: Training to Provide a World-Class Customer Experience.

Systems and processes that remove variation and provide a consistent customer experience.

10 Commandment V I: Implementation and Execution.

How to go from ideas on paper to consistently executed concepts.

11 Commandment V II: Zero Risk.

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

12 Commandment V III: Creating an Above-and-Beyond Culture.

Constant awareness and branding of how to be a hero.

13 Commandment IX: Measuring Your Customer’s Experience.

What gets measured gets managed.

14 Commandment X: World-Class Leadership.

Walking the talk.


See More

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.

See More
Back to Top