Preface
Thanks
Imperative 1: Find and Retain Quality People
1
Recruit Creatively and Hire Carefully
2
Keeping Your Best and Brightest
Imperative 2: Know Your Customers Intimately
3
Why Customer Satisfaction Isn’t Enough
4
Listening Is a Contact Sport
5
A Complaining Customer Is Your Best Friend
6
Little Things Mean a Lot
7
Learning from Lost Customers
Imperative 3: Build a Service Vision
8
The Power of a Service Strategy
9
Getting Your Vision Down on Paper
10
Service Standards Build Consistency
Imperative 4: Make Your Service Delivery Processes ETDBW (Easy to Do Business With)
11
Effort: The Achilles’ Heel of Customer Experience
12
Making Service Delivery Processes “Happy”
13
Measure and Manage from the Customer’s Point of View
14
Serving Online: When Clicks Replace Bricks
15
Add Magic: Creating the Unpredictable and Unique
16
Make Recovery a Point of Pride
Imperative 5: Train and Coach
17
Start on Day One (When Their Hearts and Minds Are Malleable)
18
Training Creates Competence, Confidence, and Commitment to Customers
19
Thinking and Acting Like a Coach
Imperative 6: Involve, Empower, and Inspire
20
Fostering Responsible Freedom
21
Removing the Barriers to Empowerment
22
Inspiring Passion for the Customer
Imperative 7: Recognize, Reward, Incent, and Celebrate
23
Recognition and Reward: Fueling the Fires of Service Success
24
Feedback: Breakfast, Lunch, and Dinner of Champions
25
The Art of Interpersonal Feedback
26
Incenting Great Service
27
Celebrate Success
Imperative 8: Set the Tone and Lead the Way
28
Great Service Leaders Foster Trust
29
Great Service Leadership in Action
Endnotes
Index
About the Authors