Create Devoted Customers

Find out why satisfaction is insufficient and loyalty is overrated — why you must Create Devoted Customers.  Dennis uses a bottom-up approach to explain how understanding customers' true needs can give you a competitive edge through service.  You'll discover the importance of "changing the script," setting customer expectations, how to anticipate customer wants, the two kinds of service recovery, how to motive your team and many other WinFluence® secrets to customer-service improvement.  (200 pages)