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

This book was so entertaining with great examples. Very easy to read...I could not put down this book. A must for any business owner!

we all know customer service is important but this is the first time I saw a way to quantify it for my practice. How do truly know if you if an applicant has the aptitude for customer service BEFORE you hire them? This book shows you. It covers non negotiable standards for each level of interaction your customers has with you.This level of customer service isn't just for big fortune 500 companies, now it is manageable for everyone.Highly recommend read for every employee and boss.

Best book ever! I've applied many of the principles and examples when training new employees at one the largest retail chains in the world, The emphasis our company places on creating the customer experience is like no other. In fact, it's referred to in the book. It's spot on! A must read if Customer Service is your passion.

John Dijulius opens up a broad palette of thought, practices and expertise regarding the manner in which service can be developed and used as a driver of competitive advantage in our modern economy. This book is a great resource for both the aspiring and the experienced service practitioner.

This is one of the most amazing books i've ever read!!!!! Very informative and enticing, I learned a lot of things!!! There is just so much to learn from this extraordinary book! Any one that wants to be an entrepreneur needs to read this book! I enjoyed it so much I bought a copy for my daughter, then one for my wife!