Includes index.

Secret service systems : creating behind-the-scenes systems -- Secret service at work : implementing secret service systems -- Your front line is your bottom line : the value of your front-line people -- What are we really selling? : making it an experience -- Drilling for oil, in your own backyard : marketing to go deeper with your existing customers -- Creating passionate team members : creating a great corporate culture -- An opportunity to be a hero : turning customer complaints into positive experiences -- Enhancing the quality of lives around us : giving back -- E-nough : getting back to the face-to-face relationships.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2009. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.