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What's the Secret?: To Providing a World-Class Customer Experience by John R. DiJulius (Hardcover, 2008)

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Praise For What's the Secret?. His real-world, down-in-the-trenches perspective in What's the Secret?. is sure to help many managers create an enduring legacy of being the very best they can be.". -John Rolfs, General Manager, The Ritz-Carlton "What's the Secret?.

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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.