Bridges to the Customers Heart
This book’s focus is on the simple things that you as an individual and your company can do to turn every service encounter into what Tom Peters has come to christian WOW! It’s the type of service experience that you wish could last forever. You feel you could hug the service provider for making your day. That’s the way you feel when you’ve had a truly great service encounter! WOW! Experience is indescribable. WOW! Experience is memorable! WOW! Experience is unforgettable!
This book is on Service Excellence. The ideas and approaches encapsulated in the Excellence concept (now used broadly interchangeably with Quality Service) have evolved over the years, from the purely statistical orientation (conformance to requirements) used by the pioneering fathers, such as William Edward Deming, John Juran, Armand Feigenbaum, Kaoru Ishikawa, Genichi Taguchi and Shigeo Shingo to the broadly attitudinal approaches of Philip Crosby, Tom Peters, Ron Zemke and Claus Moller.