Contents
Bill Capodagli and Lynn Jackson
Preface: Impossible Dream versus Reality
Secret Service Systems: Creating Behind-the-Scenes Systems
Secret Service at Work: Implementing Secret Service Systems
Your Front Line Is Your Bottom Line: The Value of Your Front Line People
What Are We Really Selling? Making It an Experience
Drilling for Oil in Your Own Backyard: Marketing to Go Deeper with Existing Customers
Creating Passionate Team Members: Developing a Strong Corporate Culture
An Opportunity to Be a Hero: Turning Customer Complaints into Positive Experiences
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