Foreword / Bill Capodagli, Lynn Jackson -- Preface: Impossible dream versus reality -- Secret service systems : creating behind-the-scenes systems -- Secret service at work : implementing secret service systems -- Your front line is your bottom line : the value of your front line people -- What are we really selling? : making it an experience -- Drilling for oil in your own backyard : marketing to go deeper with your existing customers -- Creating passionate team members : developing a strong corporate culture -- Opportunity to be a hero : turning customer complaints into positive experiences -- Enhancing the quality of lives around us : giving back -- E-nough : getting back to the face-to-face relationships