Service Magic: The Art of Amazing Your Customers Review

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Service Magic: The Art of Amazing Your Customers ReviewRon Zemke takes the emotion that is tied up with the wonder of Magic and translates that experience over to the same feelings that customer should receive when they interact with our business. While the world of "slight of hand' is just that, illusion, the world of customer service cannot be. Instead we must take the basic structure used to design a magic performance and use that as a template for building out a plan for customer service.
Zemke lays out a fairly decent plan for the reader to follow and consider; beginning with the art of misdirection and ending with the wonder of the stage exit or "out". This plan is followed by many of today's most successful companies and has proven to evoke a similar feeling of wonder and amazement experienced on many of Vegas' nightly shows.
A great quote from this book is "You can't force customers to take part in the magic, but you can invite them to come and play along." Businesses that are sure to succeed no matter what the state of the economy, are those that invite the customers to participate and become part of the story.Service Magic: The Art of Amazing Your Customers OverviewLike stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice.Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer delight, they share a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted, charmed, and wanting to come back for more.Readers will learn about the magic-building customer service strategies at play in industries such as:• Hospitality-How Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, Berns Steak House, and Radisson have performed service magic for retaining guests, especially during a downturn in the travel and leisure market.• Financial services-How do USAA and American Express keep their customers happy when so many financial services companies are churning accounts faster than the Fed can drop interest rates?• Health care-See how some of the biggest health care providers, including Mayo, Aurora Health, Children's Memorial Hospital of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created caring, nurturing, and helpful environments for patients and families. • Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's Secret, and Sewell Village Cadillac are vastly different retailers. Nevertheless, they share some common approaches to service and customer care. • Entertainment-Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St. Paul Saints have all captured the hearts and souls of customers through the magic of service.

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