Wowed! Using the Principles of Wow to Create Incredible Customer Service baixar o livro de graça

Every business loses customers to indifference-not competition. In Wowed!, Dr. Gary Johnson draws on decades of sales and service leadership to show why extraordinary customer experiences start long before the first handshake-with the attitude a leader brings to their team every single day. Through real stories and hard-won lessons, Johnson walks you through the moments that actually determine whether a customer comes back: the first encounter, the mistake that becomes a chance to earn loyalty, and the one question that predicts whether someone will ever refer you to a friend. Then he turns inward, showing leaders how to build a culture where employees act like owners-because a team that isn't wowed internally will never wow anyone externally. Wowed! is a practical, no-nonsense guide for any leader who wants their team-and their customers-to feel it.

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