What's the Secret

How can you join the ranks of companies that deliver a world-class customer experience? Based on his vast experience as a consultant, DiJulius lets us in on the secrets of companies that excel in this domain. After explaining the ten cardinal sins of customer service, DiJulius proposes concrete solutions to significantly improve the customer's perception of the quality of service. To do this, he establishes a highly structured ten-step approach which ranges from creating your customer service vision to measuring the experience ultimately perceived by the customer. We were particularly struck by the book's central chapters on the definition of experience standards (chapter 7), the creation of smart information-sharing systems (chapter 8) and intensive employee training (chapter 9). However, a lot can be learned from the other chapters as well. This simultaneously practical and fundamental book is worth reading carefully.