The cult of the customer : create an amazing customer experience that turns satisfied customers into customer evangelists /
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| Format: | Book |
| Language: | English |
| Published: |
Hoboken, N.J. :
Wiley,
c2009.
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| Subjects: |
Table of Contents:
- The genie and the ice cream shop
- Do you need this book?
- The three forces
- Uncertainty
- Alignment
- Experience
- Ownership
- Amazement
- What the journey looks like from the inside: the internal march to amazement
- What the journey looks like from the outside: the external march to amazement
- Launching the amazement revolution
- Little things: snapshots of organizations and people who get the little things done right
- Problem solving and recovery: snapshots of organizations and people who solve problems and recover well
- Opportunity knocks: organizations and people who look for opportunities to be better than average
- Proactive service and follow-through: snapshots of proactive organizations and people in action
- The art of WOW: snapshots of truly amazing organizations and people
- Tools for success.