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

Description

What if you could protect your business against competitive inroads, once and for all Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's 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. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit 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.

Micah Solomon is one of the world's leading authorities on customer service, company culture, and the customer experience. He's a bestselling author, customer service consultant, and popular keynote speaker. Additionally, he's a frequent contributor to Forbes and has been featured in The Washington Post, The New York Times, Harvard Business Review, as well as on ABC and CBS. Solomon is a business leader and entrepreneur, and he was an early investor in the technology behind Apple's Siri. His broad expertise includes the hospitality industry, healthcare (patient experience), AI (artificial intelligence), retail, automotive, manufacturing, technology, banking, finance, nonprofit, and government.

..".gem of a book...If you want to deliver a superior client experience, then have every employee read this book...volume is simply that profound, that good." --Prime Performance.com ..".highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." --BlogBusinessWorld ..".offering fundamental truths that aren't just trendsetting tips, but timeless points to learn from again and again..." --A Jack Covert Selects, 800 CEO Read ..".offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." --Accounting Today ..".serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales." --Houston Business Journal CEO Refresher Best Business Books of The Year 2010 800-CEO-Read Top 25: What Corporate America is Reading 2011 "A new guru of customer service excellence is Micah Solomon." --Financial Post.com "A wealth of actionable information packed into a short book." --The Advance Me Business blog "From manifesting the customer's expectations and recovering from negative customer feedback to selecting and training your staff, the book makes for an easy and essential managerial read." --The Debroff Debrief "Great advice from some world class companies....pages contain golden nuggets for companies big and small...a must read. Highly recommended." --SBC Fulfillment.com "If creating legendary customer service is important to your business, this book provides some fascinating insights." --National Post "No matter how good you think you are doing it right now, you owe it to yourself to read this book...will challenge the norms you have accepted for customer service." --All Business Answers.com "Unlike many business books, it is one part theory and two parts application. Its straightforward manner, practical examples and ready-to-use suggestions make it an invaluable resource for any company." --Business Lexington