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Barnes and Noble

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Current price: $18.99
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Barnes and Noble

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Current price: $18.99
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Size: Paperback

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Customer experience expert and author John R. DiJulius 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. Packed with examples applicable to a wide range of industries, provides practical, realistic ways to: By quantifying and examining each phase of the "Customer Experience Cycle," reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level.

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Barnes & Noble does business -- big business -- by the book. As the #1 bookseller in the US, it operates about 720 Barnes & Noble superstores (selling books, music, movies, and gifts) throughout all 50 US states and Washington, DC. The stores are typically 10,000 to 60,000 sq. ft. and stock between 60,000 and 200,000 book titles. Many of its locations contain Starbucks cafes, as well as music departments that carry more than 30,000 titles.

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