Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
"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"