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| Acknowledgments | |
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| The Clerk With The Smirk | |
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| Preface | |
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| Introduction: Self Assessment-How Well Are You Currently Doing in Building Customer Loyalty? | |
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| Weekly Ideas | |
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| Determine the Lifetime Value of a Customer | |
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| Remember the Two Levels of Every Interaction | |
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| Don't Take a Customer's Anger Personally | |
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| Surprise Coworkers and Internal Customers with Anonymous Gifts | |
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| Remember That Everyone Sees the World Differently | |
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| Value Employees as "Whole" Persons | |
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| Listen with Your Heart | |
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| Reframe How You View Mis-Takes in Your Organization, Part One | |
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| Reframe How You View Mis-Takes in Your Organization, Part Two | |
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| Decorate Your Cubicle or Workspace with Things That Remind You of Giving Good Service | |
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| Celebrate the Gift of Life! | |
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| Remember the Concept of the Emotional Bank Account, Part One | |
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| Remember the Concept of the Emotional Bank Account, Part Two | |
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| Decorate Hallways and Walls with Inspirational Quotations and Graphics | |
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| Hold Focus Groups, Part One | |
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| Hold Focus Groups, Part Two | |
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| Give Yourself a Hand! | |
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| Five Loyalty Builders | |
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| Celebrate Small Wins | |
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| Brainstorm Ways You Can Enhance Your Customer's Experience, Part One | |
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| Brainstorm Ways You Can Enhance Your Customer's Experience, Part Two | |
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| Brainstorm Ways You Can Enhance Your Customer's Experience, Part Three | |
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| Focus on What You Can Do | |
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| Have Fun with Stories | |
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| You Don't Learn Anything with Your Mouth Open | |
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| Beautiful People Don't Just Happen | |
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| Work on a Community Project | |
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| "Every Customer Is a Gift" | |
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| Always Anticipate the Customers' Needs | |
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| Whenever You Can, Offer the Customers Options | |
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| Inform the Customers When You Have Gone Out of Your Way for Them | |
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| Manage by Wandering Around | |
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| Know Why Customers Are Unhappy with Your Organization | |
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| Honor Customer Complaints | |
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| Do Just a Little Bit Extra for Each Customer | |
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| Take an Internal Customer to Lunch | |
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| Are You Friendly? | |
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| Think Like a Customer | |
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| Four Things Customers Want | |
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| Manage from the Heart | |
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| The Four Steps of Recovery | |
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| Happy Employees Create Happy Customers | |
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| Hold Grapevine Sessions | |
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| Stay Calm with a Difficult Customer | |
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| A Dilemma to Discuss | |
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| Create a Human-Level Database | |
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| Use Selective Agreement | |
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| Use an Objective Measurement to Communicate the Seriousness of the Situation | |
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| Celebrate Any Good News You Can Find! | |
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| Have a Thank Your Customers Day | |
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| Have a Thank Your Internal Customers Day | |
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| Add Your Personal Signature to Your Work | |
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| Conclusion: You Have a Choice! | |
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| Index | |