The Edge that Separates Good Companies from Truly Great Companies…

About Amaze Every Customer Every Time

These are the tools you and your organization need to build and sustain customer amazement.  Everyone from the highest level executives to the most recently hired entry-level employees must embrace the idea that…

Customer service is not a department.  It is a philosophy!

This book gives you exactly what you need to Amaze Every Customer Every Time!

TABLE OF CONTENTSFeature C-Suite Book Club Selection (2)

PART ONE: AMAZEMENT 101

PART TWO: THE 52 TOOLS FOR CUSTOMER AMAZEMENT

1. Act Like You Own the Place – 47

2. Trust – 50

3. Debrief on Both Misery and Magic – 53

4. Befriend the Competition – 56

5. Adapt or Die – 60

6. Know the Value of Your Customers – 63

7. Know What Drives Your Success – 67

8. You Can’t Be Good at Everything – 70

9. Play to Your Strengths – 73

10. To Be the Best Place to Buy, Be the Best Place to Work – 79

11. Don’t Take the Easy Way Out – 83

12. The Awesome Responsibility – 87

13. Defend the Culture – 89

14. Shift Your Vocabulary – 92

15. Adopt a Customer-First Mindset – 95

16. Celebrate Uniqueness – 98

17. Great Ideas Come From Everyone – 101

18. Consistency – 104

19. Tell the Story – 107

20. Be a Committed Learner – 111

21. Mentoring – 114

22. Starting Over – 116

23. It’s Showtime! – 121

24. Treat the Customers the Way They Want to Be Treated – 124

25. Focus on the Customer, Not the Money – 127

26. Manage the First Impression – 131

27. Engage! – 134

28. Ask the Extra Question – 137

29. One to Say Yes, Two to Say No – 141

30. Cross-Sell and Up-Sell – 144

31. Last Impressions – 147

32. Be Accountable – 150

33. The Customer Is Not Always Right – 153

34. Bounce Back – 156

35. Master the Art of Recovery – 159

36. Manage the Wait – 162

37. Avoid Loyalty Killers – 165

38. Seize the Moment! – 169

39. Own Your Mile – 175

40. Satisfaction Is a Rating, Loyalty Is an Emotion – 177

41. Be Easy to Do Business With – 180

42. Get First-Hand Experience – 183

43. Show Your Gratitude – 186

44. Don’t Leave Loyalty to Chance – 189

45. Do What Is Not Expected – 192

46. Deliver Amazing Follow-Up – 194

47. Stay in Touch – 197

48. Get Proactive – 200

49. The Law of Reciprocity – 204

50. Do Local Well – 208

51. Loyalty Goes Both Ways – 211

52. Be Part of Something Bigger than Yourself – 214

So what are you waiting for? Let the Amazement begin! Learn more about the book and order today.