Publisher Description
"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 * Book of the Month, Las Vegas Women's REALTOR® * DearReader.com Business Book Club Selection * Shanghai Daily Press #1 U.S. Business Book
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“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
About the Authors
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.
Micah Solomon has
been named by the Financial Post as
“a new guru of customer service excellence.” He is a top keynote speaker and
consultant on customer service issues, the customer experience, and company
culture. A successful entrepreneur, he coauthored the book, Exceptional Service, Exceptional Profit.
His expertise has been featured in Fast Company,
Inc. magazine, Bloomberg Businessweek, Forbes.com, NBC and ABC television
programming, and elsewhere. He lives in Seattle.
About Lloyd James
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.