(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
A central premise is adding "zest" and value in ways customers would never expect, creating a feeling of awe and delight. Service Magic: The Art of Amazing Your Customers
Bell and Zemke use diverse industry examples to show these principles in action: (2003) is a business guide by customer service
The context and environment in which service happens. Service Magic: The Art of Amazing Your Customers