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The Gold Standard: Giving Your Customers What They Didn't Know They Wanted

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9781400224005
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Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book.Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner.Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world-including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few.In this book, you will:Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.Learn how you can align your vision with your essential mission statement.Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business.Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers.Become armed to inspire and empower your team.Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of.Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.  Review 'Colin Cowie's events are the gold standard for creating unforgettable experiences. His relentless pursuit of excellence sets him apart in the customer service industry. Following his advice, you will impress your customers and keep them coming back for more.' -- Susan Dell, Philanthropist, MSD Capital -- MSD Capital'In today's world, service is the only true differentiator, making The Gold Standard a must-read book for anyone interested in improving service in their business. Colin Cowie's mastery of service excellence delivery is unsurpassed and can be applied in virtually any industry. This is a guidebook to success as he shares all of his secrets to creating happy and loyal customers in a compelling 'how to' anecdotal style.' -- Cindy Novotny, Radical Mentor, Master Connection Associates -- Master Connection Associates'In Colin's enjoyable, fascinating book, he shares his secrets of A+ customer service. Readers can surprise their clients and customers with what their clients and customers didn't know they wanted. That's the ultimate in proactive service.' -- Jackie and David Simon, Chairman and CEO, Simon Property Group -- Simon Property Group'Colin's engaging writing style is evident from the first page. His unique references exploring standards of excellence ranging from McDonald's fries in North Dakota to a royal wedding in Doha make this book truly stand out. Frankly, it's the best first-person analysis I've read on the topic of customer service. It's an enjoyable read with unforgettable practical advice you can put into use immediately.' -- Ken Blanchard, The Ken Blanchard Companies, Co-author of Bestsellers, The New One Minute Manager and Raving Fans -- The New One Minute Manager'Let's face it, at some level, we're all in the service business, regardless of our profession. I

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Here are 5 more great reasons to buy from us:

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You get a full 30 days to return your item to us. If it doesn't fit, it breaks, you've changed your mind or for no reason whatsoever simply send it back to us and we'll cheerfully refund you 100% of your order.

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In the unlikely event that you find your item cheaper at another online store, just let us know and we'll beat the competitor's pricing hands-down.

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Ordering from Biblestore is 100% safe and secure so you can rest easy. Your personal details are never shared, sold or rented to anyone either.

Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients.If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book.Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner.Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world-including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few.In this book, you will:Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.Learn how you can align your vision with your essential mission statement.Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business.Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers.Become armed to inspire and empower your team.Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of.Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.  Review 'Colin Cowie's events are the gold standard for creating unforgettable experiences. His relentless pursuit of excellence sets him apart in the customer service industry. Following his advice, you will impress your customers and keep them coming back for more.' -- Susan Dell, Philanthropist, MSD Capital -- MSD Capital'In today's world, service is the only true differentiator, making The Gold Standard a must-read book for anyone interested in improving service in their business. Colin Cowie's mastery of service excellence delivery is unsurpassed and can be applied in virtually any industry. This is a guidebook to success as he shares all of his secrets to creating happy and loyal customers in a compelling 'how to' anecdotal style.' -- Cindy Novotny, Radical Mentor, Master Connection Associates -- Master Connection Associates'In Colin's enjoyable, fascinating book, he shares his secrets of A+ customer service. Readers can surprise their clients and customers with what their clients and customers didn't know they wanted. That's the ultimate in proactive service.' -- Jackie and David Simon, Chairman and CEO, Simon Property Group -- Simon Property Group'Colin's engaging writing style is evident from the first page. His unique references exploring standards of excellence ranging from McDonald's fries in North Dakota to a royal wedding in Doha make this book truly stand out. Frankly, it's the best first-person analysis I've read on the topic of customer service. It's an enjoyable read with unforgettable practical advice you can put into use immediately.' -- Ken Blanchard, The Ken Blanchard Companies, Co-author of Bestsellers, The New One Minute Manager and Raving Fans -- The New One Minute Manager'Let's face it, at some level, we're all in the service business, regardless of our profession. I

**We ship ONLY within the US and its territories. NO international shipping available.

Standard shipping (delivery in 3-8 business days)

$3.99 on orders from $0 - $19.99 via USPS Media Mail
$5.99 on orders from $20 - $48.99 via USPS Media Mail
Free Shipping on orders over $49 via USPS Media Mail

Customers in Puerto Rico and Hawaii, please note that Standard Shipping can take up to 21 business days.

Need your order sooner?

Express shipping (delivery in 3-5 business days)

$8.99 on orders from $0 - $19.99 via Priority Mail
$13.99 on orders from $20 - $48.99 via Priority Mail

$19.99 on orders from $49-$99.99 via Priority Mail

   

Please allow 10 days for your order to arrive. You will receive a tracking number for your order via email. To keep prices low we ship via the US Postal Service. This means sometimes you have to wait a little longer to get your order but it's always worth it!

Returns are easy, simply contact us and send your item to our returns centre for fast processing. We'll get you a replacement or refund in a snap!

Here are 5 more great reasons to buy from us:

so
   

You get a full 30 days to return your item to us. If it doesn't fit, it breaks, you've changed your mind or for no reason whatsoever simply send it back to us and we'll cheerfully refund you 100% of your order.

Returns are easy, simply contact us for a returns number and send your item to our returns centre for fast processing. We'll get you a replacement or refund in a snap!

In the unlikely event that you find your item cheaper at another online store, just let us know and we'll beat the competitor's pricing hands-down.

We insist that you love everything you buy from us. If you're unhappy for any reason whatsoever, just let us know and we'll bend over backwards to make things right again.

Ordering from Biblestore is 100% safe and secure so you can rest easy. Your personal details are never shared, sold or rented to anyone either.

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