{"product_id":"the-gold-standard-giving-your-customers-what-they-didnt-know-they-wanted-9781400224005","title":"The Gold Standard: Giving Your Customers What They Didn't Know They Wanted","description":"\u003cp\u003e\u003cstrong\u003eLearn 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.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eIf 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.\u003c\/p\u003e\u003cp\u003eColin 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.\u003c\/p\u003e\u003cp\u003eUpon 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.\u003c\/p\u003e\u003cp\u003eIn this book, you will: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eLearn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.\u003c\/li\u003e\n\u003cli\u003eLearn how you can align your vision with your essential mission statement.\u003c\/li\u003e\n\u003cli\u003eDiscover 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.\u003c\/li\u003e\n\u003cli\u003eHave 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.\u003c\/li\u003e\n\u003cli\u003eBecome armed to inspire and empower your team.\u003c\/li\u003e\n\u003cli\u003eBe 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.\u003c\/li\u003e\n\u003cli\u003eLearn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who \u003cem\u003edoesn't \u003c\/em\u003ecomplain when something goes wrong versus one who does.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e \u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e HarperCollins Leadership\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 09\/07\/2021\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9781400224005\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 288","brand":"Colin Cowie","offers":[{"title":"Default Title","offer_id":40721482481845,"sku":"9781400224005","price":24.64,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/products\/img_2b70d2b9-c1c8-4d34-b3de-c47fb2ea0699.jpg?v=1628606797","url":"https:\/\/pastforward.org\/products\/the-gold-standard-giving-your-customers-what-they-didnt-know-they-wanted-9781400224005","provider":"Past Forward","version":"1.0","type":"link"}