The Art Of Amazing Your Customers: Service Magic:

The strategies used by Disney and Universal Studios to capture customer loyalty. The "Three Ps" of Service Magic

The unique, personalized way a task is handled for the customer. Service Magic: The Art of Amazing Your Customers Service Magic: The Art of Amazing Your Customers

The context and environment in which service happens. The strategies used by Disney and Universal Studios

(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 brands like Marriott and Ritz-Carlton retain guests through "service magic".

How USAA and American Express maintain high loyalty in a competitive market.