The new book presents an in-depth, inside look at the world-class customer service strategies employed by the world’s most customer-friendly companies and highlights the biggest obstacles that prevent organizations from delivering quality customer care. The book also introduces the new C-SAT assessment tool that can measure an entire organization's customer service as a whole or each individual department. The C-SAT not only pinpoints the Service Aptitude Level of your organization, but even more importantly, it lets management know where the strengths and opportunities are in order to get to the next level.
Direct Opinions, a leading provider of custom business market research / market survey solutions, was instrumental in the development of the survey questions and measurement scale.
“This was a truly innovative and exciting project,” stated Darlene Campagna, President of Direct Opinions. “It drew on our 25 years of experience creating customer satisfaction surveys and initiatives. This is an exceptional survey instrument for measuring customer service in an organization.”
There has been much anticipation for the release of What’s The Secret?, that occurred May 1, 2008, with over 11,000 pre-sales before the book ever hit the bookstores. To date the book has received accolades from industry leaders such as Tom Peters, John Maguire, Chief Operating Officer, Panera Bread, Nance Hastings, VP, Estee Lauder and John Rolfs, The Ritz-Carlton.
Founded in 1983, Direct Opinions is a leading provider of custom business market research / market survey solutions to a wide range of businesses including Fortune 1000 companies. Direct Opinions' services include customer satisfaction surveys, business intelligence and market research. For additional information, please visit the Direct Opinions website at www.directopinions.com.
