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

Extended Audio Sample Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization Audiobook, by Leonardo Inghilleri Click for printable size audiobook cover
0 out of 50 out of 50 out of 50 out of 50 out of 5 0.00 (0 ratings) (rate this audio book) Author: Leonardo Inghilleri, Micah Solomon Narrator: Lloyd James Publisher: Recorded Books: Gildan Audio Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date: April 2014 ISBN: 9781469028910
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In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put everything 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 Bulgari to value-sensitive auto-parts leader Carquest, and everywhere in between. Now listeners 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 audiobook 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.

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Quotes & Awards

  • Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!”

    Ken Blanchard, New York Times bestselling author of The One Minute Manager

  • “A must-read for anyone interested in transforming their interactions with clients—a manual for winning customer loyalty that actually inspires.”

    Daniel H. Pink, author of Drive: The Surprising Truth about What Motivates Us

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About the Author

Leonardo Inghilleri is executive vice president and managing partner of West Paces Consulting. A recognized expert on service, Inghilleri created the Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role at the Ritz-Carlton Hotel Company, Bulgari, and the Walt Disney Company, among other renowned brands.

About the Narrator

Lloyd James (a.k.a. Sean Pratt) has been narrating since 1996 and has recorded over six hundred audiobooks. He is a seven-time winner of the AudioFile Earphones Award and has twice been a finalist for the prestigious Audie Award. His critically acclaimed performances include Elvis in the Morning by William F. Buckley Jr. and Searching for Bobby Fischer by Fred Waitzkin, among others.