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Part 1 What Is Amazement?
Chapter 1 The Right Thing to Do 3
Chapter 2 How We Got Here 7
Part 2 The Master Class
Chapter 3 The Master Class: American Express 23
Part 3 Role Models for Amazement
Chapter 4 Strategy #1: Provide Membership 49
Chapter 5 Strategy #2: Have Serious FUN 67
Chapter 6 Strategy #3: Cultivate Partnership 87
Chapter 7 Strategy #4: Hire Right 105
Chapter 8 Strategy #5: Create a Memorable After-Experience 121
Chapter 9 Strategy #6: Build Community 135
Chapter 10 Strategy #7: Walk the Walk 153
Afterword 171
Part 4 Create Your Own Amazement Revolution
Appendix A The ART of Amazement To-Do List 175
Appendix B Amazement Brainstorm Worksheets 187
Notes 199
Acknowledgments 203
Index By Subject 205
Index By Company 211
About the Author 213
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Add The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience, Customer service isn't a department-it's a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience to your collection on WonderClub |