The Amazement Revolution

Starting with the example of American Express customer service, among others, the author attempts to identify the strategies which enable these firms to attain excellence in this domain. He specifically underlines the after-sale experience, where the quality of service is not always up to par. Conversely, companies that excel in customer service use it as a fresh opportunity to reinforce ties with the customer. They do their utmost to surpass customer expectations, to surprise them with unexpected commercial gestures of goodwill, like the garden store chain that sends antifreeze to its customers every winter, etc.

In the many examples, borrowed from a wide range of industries, readers will easily find inspiring ideas for their own action plans.