Exceptional Service, Exceptional Profit

Exceptional Service, Exceptional Profit

4.11 - 1251 ratings - Source

a€œFilled with treasure and big ideas, this book will help you become exceptional.a€ a€“ SETH GODIN In a tight market, your most powerful growth enginea€”and your best protection from competitive inroadsa€”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 a€œwalking billboardsa€ 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 Solomona€™s company Oasis, and has since proven itself in countless companies around the globea€”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, a€œLeonardo and Micaha€™s philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization.a€ 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.The Secrets of Building a Five-Star Customer Service Organization Leonardo INGHILLERI, Micah SOLOMON ... 11a€“12, 104a€“105 toll-free service numbers, 70, 122 total customer service empowerment, 40a€“41 Toyota, 64 Toyota Production System, 66 training ... 23, 122 security issues, 126 self-service elements, 122 service failures, 23, 62 urgent email button, 122, 140 Web forms, 129 wheelchair access, anbsp;...

Title:Exceptional Service, Exceptional Profit
Author:Leonardo INGHILLERI, Micah SOLOMON
Publisher:AMACOM Div American Mgmt Assn - 2010-04-21


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