exceptional service, exceptional profit: the secrets of building a five-star customer service organization  <b>"filled with treasure and big ideas, this book will help you become exceptional." - seth godin</b><br><br>in<br> a tight market, your most powerful growth engine and your best<br>protection from competitive inroads is this: put every thing you can<br>into cultivating true customer loyalty. loyal customers are less<br>sensitive to price competition, more forgiving of small glitches, and,<br>ultimately, become "walking billboards" who will happily promote your<br>brand. in <i>exceptional service, exceptional profit</i> insiders<br>leonardo inghilleri and micah solomon reveal the secrets of providing<br>online and offline customer service so superior it nearly guarantees<br>loyalty. their anticipatory customer service approach was first<br>developed at <b>the ritz-carlton</b> as well as at solomon's entertainment and technology company <b>oasis</b>,<br> and has since proven itself in countless companies around the globe<br>from luxury giant bvlgari to value-sensitive auto parts leader carquest,<br> and everywhere in between. now, readers can take the techniques that<br>minted money for these brands and apply them directly to their own<br>businesses. as <b>ken blanchard </b>writes, "leonardo and micah's<br>philosophies, rules, and winning examples of service excellence will<br>make you want to implement their suggestions immediately in your own<br>organization." filled with detailed, behind-the-scenes examples, the<br>book unlocks a new level of customer relationship that leaves your<br>competitors in the dust, your customers coming back day after day, and<br>your bottom line looking better than it ever has before.<br><br><b>honors received: </b><br><b>* a jack covert selection</b><br><b>* ceo refresher top ten best business book of the year</b><br> <b>* 800-ceo-read business book of the year awards shortlist winner</b><br><b>* philadelphia bulletin "must read" business book</b><br><b>* dearreader.com business book club selection</b><br><b>* shanghai daily press #1 u.s. business book "if you want to deliver a superior client experience, then <b>have every<br>employee read this book. that's what we've done. </b> this volume is simply<br> that profound, that good." jim s. miller, president, prime performance"