The context and environment in which service happens.
(2003) is a business guide by customer service experts Chip R. Bell and Ron Zemke . It positions exceptional service as an "art" similar to stage magic, requiring more than just basic proficiency to truly "amaze" a customer. Key Themes & Concepts Service Magic: The Art of Amazing Your Customers
How USAA and American Express maintain high loyalty in a competitive market. The context and environment in which service happens
The strategies used by Disney and Universal Studios to capture customer loyalty. The "Three Ps" of Service Magic It positions exceptional service as an "art" similar
Bell and Zemke use diverse industry examples to show these principles in action:
The unique, personalized way a task is handled for the customer. Service Magic: The Art of Amazing Your Customers
How brands like Marriott and Ritz-Carlton retain guests through "service magic".