{"product_id":"9780814426975","title":"Secret Service: Hidden Systems That Deliver Unforgettable Customer Service","description":"\u003cp\u003e\u003cb\u003e“Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout \u003ci\u003eSecret Service\u003c\/i\u003e, DiJulius demonstrates how to transform bland customer service standards into memorable customer experiences.”— from the foreword by Bill Capodagli and Lynn Jackson, coauthors of \u003ci\u003eThe Disney Way\u003c\/i\u003e and \u003ci\u003eEvery Business Is Show Business\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eHow many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In \u003cb\u003e\u003ci\u003eSecret Service\u003c\/i\u003e\u003c\/b\u003e DiJulius reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people *  “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood.\u003c\/p\u003e\u003cp\u003e DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America. By quantifying and examining each phase of the \u003ci\u003eCustomer Experience Cycle\u003c\/i\u003e, \u003cb\u003e\u003ci\u003eSecret Service\u003c\/i\u003e\u003c\/b\u003e 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 reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.\u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47110127583472,"sku":"9780814426975","price":9.49,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814426975_p0.jpg?v=1763751474","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814426975","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}