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

Front Cover
AMACOM Div American Mgmt Assn, Apr 21, 2010 - Business & Economics - 192 pages
4 Reviews
“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 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.
 

What people are saying - Write a review

Brilliantly Written, Eminently Practical

User Review  - Shirley - Borders

This is really the book on customer service, successful leadership, and systematic business development that I've been waiting for. Combining insights from Solomon's high tech pursuits and impressive ... Read full review

User Review - Flag as inappropriate

Detailed Publisher's information for "Exceptional Service, Exceptional Profit"
...................
(170 Pages, 2010, AMACOM Books, a division of American Management Association
)
...................
"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 REALTORŪ
* DearReader.com Business Book Club Selection
* Shanghai Daily Press #1 U.S. Business Book
"If you want to deliver a superior client experience, then have every employee read this book. That's what we've done. This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance
 

Contents

The Only Shop in the Marketplace
1
The Engineer on the Ladder Reaching for the Highest Level of Service
4
The Four Elements of Customer Satisfaction Perfect Product Caring Delivery Timeliness and an Effective Problem Resolution Process
7
Language Engineering Every Word Counts
14
Recovery Turning Service Failures Around
26
Keeping Track to Bring Them Back Tracking Customer Roles Goals and Preferences
45
Building Anticipation Into Your Products and Services Putting Processes to Work for You
59
Your People Selection Orientation Training and Reinforcement
84
Leadership Guiding the CustomerCentered Organization
101
Whats Worth it and Whats Not? Pointers on Value Costs and Pricing
108
Building Customer Loyalty Online Using the Internets Power to Serve Your Customers and Your Goals
115
HelloGoodBye Two Crucial Moments with a Customer
131
Appendixes
145
Notes
159
Index
163
Copyright

Common terms and phrases

About the author (2010)

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 advisor and speaker, his techniques and achievements have been featured in Success magazine, Seth Godin’s bestseller Purple Cow, and other publications.

Bibliographic information