Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Categories: Kindle Store, Kindle eBooks, Business & Money

"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis , and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before. Honors received: * A Jack Covert Selection * CEO Refresher Top Ten Best Business Book of the Year * 800-CEO-READ Business Book of the Year Awards Shortlist winner * Philadelphia Bulletin "Must Read" business book * DearReader.com Business Book Club Selection * Shanghai Daily Press #1 U.S. Business Book "If you want to deliver a superior client experience, then have every employee read this book. That's what we've done. This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance"


Publisher: AMACOM (April 14, 2010)
Publication date: April 14, 2010
Language: English
File size: 2471 KB
Simultaneous device usage: Up to 5 simultaneous devices, per publisher limits
Text to Speech: Enabled
Screen Reader: Supported
Enhanced typesetting: Enabled
X Ray: Enabled
Word Wise: Enabled
Sticky notes: On Kindle Scribe
Print length: 189 pages