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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What if you could protect your business against competitive inroads—once and for all? And what if you could build unprecedented strategic and financial value for your business—through good times and bad? You’ll be able to do precisely this, explain acclaimed entrepreneurs Leonardo Inghilleri and Micah Solomon, once you learn the closely held secrets of customer loyalty.
In Exceptional Service, Exceptional Profit, this team of insiders shares its exclusive knowledge of the loyalty-building techniques pioneered by the world’s most successful service leaders, including brick-and-mortar stars such as The Ritz-Carlton and Lexus and online success stories such as Netflix and CD Baby. They then lay out, step by step, the details of how to apply these secrets to your company, whatever its size or specialty—or price point.
“Few businesses realize how valuable customer loyalty is,” the authors explain. “Many aspects of business are out of your control, but the single most important process—creating loyal customers —obeys predictable, stable rules that need to be mastered only once. Then the rules can be applied successfully for a lifetime.”
Unique to this volume, Inghilleri and Solomon focus on battle-tested techniques that are immediately applicable in any business context. Founding President of The Ritz-Carlton Hotel Company, Horst Schulze, explains the value of Exceptional Service, Exceptional Profit as follows: “What you read here will allow you to recalibrate your business—on any scale—in order to truly know your customers and keep them coming back for more.”
Here are five examples drawn from the wide range of practical techniques that the authors will teach you—techniques which you can use to create unrivaled customer loyalty in your own business context:
• How to select, train, and inspire “loyalty virtuosos” at all organizational levels.
• How to handle a service breakdown in a systematic way that actually leaves your customer more loyal than if the mishap hadn’t happened in the first place.
• How to gather and use data on customer preferences in a meaningful, practical, profitable way.
• How to ensure that you meet your customers’ 21st century expectations for timeliness and quality.
• How to truly personalize the experience of your online customers—on every page of your website, and in every step of their e-commerce encounters.
Leonardo Inghilleri is Executive Vice President and Managing Partner of West Paces Consulting, a subsidiary of the West Paces Hotel Group. A recognized expert on exceptional service, Inghilleri created The Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role in The Ritz-Carlton Hotel Company, BVLGARI, The Walt Disney Company, and Capella and Solis, the new resort brands that he runs together with his team.
Micah Solomon is President of Oasis Disc Manufacturing, the company he famously built up from a one-room operation into a leader in the entertainment and technology industries. His techniques and achievements have been featured in Success magazine, Seth Godin’s worldwide bestseller Purple Cow, and other case studies and profiles in the business press. The founder of the “College of the Customer” website, Solomon is a sought-after business adviser and speaker.
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