CHAPTER ONEComing attractions

You have an awesome responsibility.

If you picked up this book, chances are you are in some way responsible for ensuring that your customers have an extraordinary experience. Perhaps you’re a mid-level manager at a large company, trying to get your team members to deliver consistently excellent customer service. Perhaps you’re the administrator of a healthcare facility or the general manager of a hotel, looking for ways to delight your patients or guests. Or maybe you’re an entrepreneur trying to differentiate yourself from the competition.

Whatever your job, it should come as no surprise to you that providing an outstanding experience for your customers is critical to the survival of your organization. Not only ...

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