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"