Author: Shep Hyken
Publisher: Shepard Presentations, LLC
ISBN: 0963782002
Category : Business & Economics
Languages : en
Pages : 80

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Book Description

Author: Disney Institute
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 212

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Book Description
Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Author: Diane Berenbaum
Publisher: Wiley + ORM
ISBN: 1118047354
Category : Business & Economics
Languages : en
Pages : 179

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Book Description
Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special. For more on this book, visit www.howtotalktocustomers.com

Author: Shep Hyken
Publisher: Greenleaf Book Group
ISBN: 1626340102
Category : Business & Economics
Languages : en
Pages : 249

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Book Description
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

Author: Lee Cockerell
Publisher: Crown Currency
ISBN: 0770435610
Category : Business & Economics
Languages : en
Pages : 210

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Book Description
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

Author: Barry Farah
Publisher:
ISBN: 9780692830567
Category :
Languages : en
Pages :

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Book Description

Author: John Formica
Publisher:
ISBN: 9780982652664
Category : Business & Economics
Languages : en
Pages : 114

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Book Description
Today, customers want more than just to be served. They desire a memorable experience that is unique and different. "Making the Customer Experience Magical Now!" is filled with practical, applicable and rewarding action tips that are used by service industry leaders such as Disney, Starbucks, and others to engage the hearts of your people, attract more customers, build customer loyalty and differentiate your organization from your competition. Leaders, teams, businesses, and organizations will be inspired and empowered to achieve extraordinary "Magical" results today! "In the spirit of Wait Disney who said, 'You can teach anyone anything if you entertain them, ' John has successfully created the magical lessons while thoroughly entertaining the reader. He adds a personal touch from his real life experiences to help any organization make the customer experience magical." Ed Tubal, CEO, Licensed Franchisee Sonny's Bar B Q Restaurants

Author: Shep Hyken
Publisher: Greenleaf Book Group
ISBN: 1608321061
Category : Business & Economics
Languages : en
Pages : 204

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Book Description
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

Author: Jan Carlzon
Publisher: Harper Collins
ISBN: 0060915803
Category : Business & Economics
Languages : en
Pages : 164

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Book Description
The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer–driven economy.

Author: Ron Zemke
Publisher: Kaplan
ISBN: 9780793164677
Category : Business & Economics
Languages : en
Pages : 248

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Book Description
Like stage magic, service magic is made up of more than tricks, hocus-pocus and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and hours of practice. This guide uses examples from diverse industries to reveal inventive approaches to customer service. Using new models for creating customer delight, this work shares a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted and charmed. Readers will learn about the magic building customer service strategies at play in industries such as hospitality (how Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, and Radisson have performed service magic for retaining guests), financial services, health care, retail, and entertainment (Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St Paul Saints have all captured the hearts and souls of customers through the magic of service).