Mercury News, San Jose, CA April 2003
"DiJulius has written a very practical, informational book for those who want to make customers their highest priority."


Book Description
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


Book Info
Reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. Packed with examples applicable to a wide range of industries. Softcover.


About the Author
John R. DiJulius III (Cleveland, OH) is the founder of John Robert's Hair Salons, which won the Ernst & Young Entrepreneur of the Year Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing.

FROM THE PUBLISHER

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

Author Biography: John R. DiJulius III (Cleveland, OH) is the founder of John Robert's Hair Salons, which won the Ernst & Young Entrepreneur of the Year

Award in 1999. He is President of Minding Your Business, a business consulting firm specializing in customer service and marketing.

SYNOPSIS

An award-winning salon owner and expert marketer passes along the concepts and practices that create loyal repeat customers in any business including having superb "front line" people, making each visit "an experience," going deeper with existing customers, developing strong corporate culture, and establishing face-to-face relationships. Annotation (c)2003 Book News, Inc., Portland, OR

FROM THE CRITICS

Mercury News - San Jose, CA, April 13, 2003