Exceptional Service, Exceptional Profit
The Secrets of Building a Five-Star Customer Service Organization
Authors: Leonardo Inghilleri, Micah Solomon
Pub Date: April 2010
Print Edition: $21.95
Print ISBN: 9780814415382
Page Count: 192
e-Book ISBN: 9780814415399
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Learn the Loyalty-Building Secrets of Distinguished—and Exceptionally Successful—Service Companies
“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 recalibrate your business—on any scale—to truly know your customers and keep them coming back for more.” — Horst Schulze, Chairman & 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 required reading for anyone setting out to build a new company and, equally, for seasoned business leaders wondering how to weather hard times.” — Professor Frank A. Philpot, George Mason University School of Management
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