Provides a blueprint for going beyond customer loyalty to create and sustain customer devotion, showing how businesses that inspire cult-like devotion - companies as diverse as Jack Daniels, GE, eBay and many others - create customer experiences that bind their customers to them.

Provides readers with advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. This title is filled with examples from service standard-setters such as Fed-Ex, QVC, and others.

Shows leaders how to awaken the spirit to serve in employees. This work includes the seven customer service personalities that build unbreakable customer loyalty and practices for maintaining remarkable service over the long-term. It also shows companies how to infuse their organisations with passion that customers can connect to.

A guide to creating irrationally loyal customers. It shows how to create and implement inspiring concepts that raise the bar for the customer experience and help make the customer the central focus of the organization. It explores a variety of creative customer experience ideas using examples from customer-centric organizations.