Additional information
by Katie Mares (Author)
When was the last time you felt truly seen as a customer? Not just helped or heard, but cared for in a way that left you feeling better than when you arrived? That is the power of a five-star experience.
In 5 Steps to a Five-Star Experience(TM), customer experience expert Katie Mares reveals the simple, repeatable actions that transform ordinary service into unforgettable moments. Drawing on years of real-world practice with global brands, she shows you how to:
- Choose words and tone that build trust and connection.
- Use names with intention to create instant belonging.
- Show genuine interest in each customer as a person.
- Anticipate needs and deliver a thoughtful +1.
- Turn mistakes into hero moments that deepen loyalty.
Packed with stories from Ritz-Carlton, Disney, Starbucks, and real frontlines of business, this book is a practical playbook for leaders and teams who want to rise above "fine" and start winning on experience.
Because products can be copied and prices can be matched, but how you make people feel is what sets you apart.
If you are ready to stop competing on transactions and start creating loyalty, 5 Steps to a Five-Star Experience(TM) is your guide.
