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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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 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.
"Exceptional Service, Exceptional Profit is a book after my own heart. 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. This is the way to run a customer-focused company!"
-Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level
"What you read here will allow you to re-calibrate your business–on any scale–to truly know your customers and keep them coming back for more."
- Horst Schulze, Chairman and CEO, The West Paces Hotel Group; President and COO, ret., The Ritz-Carlton Hotel Company, from the Foreword
“A must-read guide on how to apply five star service techniques to every industry and every price point.”
- O. Temple Sloan, III, President, Chief Executive Officer, General Parts, Inc./CARQUEST
"This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. Leonardo Inghilleri and Micah Solomon cover considerable ground -- from the finer details of greeting customers or giving directions to larger strategies for training employees or maintaining customers' trust online. Exceptional Service, Exceptional Profit is a manual for winning customer loyalty that actually inspires."
--Daniel H. Pink, author of A Whole New Mind, Free Agent Nation, and Drive: The Surprising Truth About What Motivates Us
" An excellent roadmap for building a customer-centered enterprise. Leonardo and Micah wittily present easy-to- implement strategies that will create a strong value proposition for your business and a great experience for your customers. "
Massimo Ferragamo, Chairman, Salvatore Ferragamo USA
"In economically difficult times, customer loyalty is a critical factor in determining who survives to sell another day and who ends up in bankruptcy court. Leonardo Inghilleri and Micah Solomon have written a wonderful, practical book that explores the interactions that build customer loyalty. It should be equally required reading for anyone setting out to build a new company and for seasoned business leaders wondering how to weather hard times."
-Professor Frank A. Philpot, George Mason University School of Management
About the Authors
LEONARDO INGHILLERI (Roswell, GA) 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, BVLGARI, and The Walt Disney Company.
MICAH SOLOMON (Philadelphia, PA) is Founder and President of Oasis Disc Manufacturing, a leader in the entertainment and technology industries. A sought-after business speaker and advisor, his techniques and achievements have been featured in Fast Company, Success magazine, Seth Godin’s bestseller Purple Cow, The LA Times, Chicago Tribune, and many other publications. BusinessConsumer satisfactionCustomer loyaltyCustomer Service