Overview

How did a former bank executive and a child from a car wash cross paths to discover a shared passion for crafting memorable customer experiences? The book answers this question while weaving together their lessons learned over two vastly different careers. Their stories are real and compelling -- they transcend boundaries between industries, the nature of businesses, and generational gaps. In today's global marketplace, products and pricing are becoming less distinguishable. Organisations are discovering that great customer service is no longer enough -- it takes more. This book will sharpen your focus on what really matters to the people who grow your business. You will gain fresh insights on building a culture where delivering memorable customer experiences is in the heart and mind of every manager and employee.

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9781554831395

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Draj Fozard is a graduate of McMaster University and Mohawk College and has obtained her Net Promoter Certified Associate designation. She has over twenty years of senior leadership and customer service experience. She lives in Grimsby, Ontario.

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