What''s the Secret? gives you an inside look at the world-class customer service strategies of some of today''s best companies. You''ll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world''s best customer service providers.