Book Review

What′s the Secret?: To Providing a World–Class Customer Experience

By John R. DiJulius III

What′s the Secret? gives you an inside look at the world–class customer service strategies of some of today′s best companies. You′ll learn how companies like Disney, Nordstrom, and The Ritz–Carlton get 50,000 employees to deliver world–class customer service on a consistent basis– and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world′s best customer service providers.

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