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

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59.000₫
giới thiệu "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...
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giới thiệu

"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 Blanchardwrites, "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 REALTOR® 
* 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

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Review

"A must-read for anyone interested in transforming their interactions with clients - a manual for winning customer loyalty that actually inspires." Daniel H. Pink, author of Drive: The Surprising Truth About What Motivates Us

"Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!" Ken Blanchard, coauthor The One Minute Manager® 
--Ken Blanchard

"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, Founding President and COO, The Ritz-Carlton Hotel Company 
--Horst H. Schulze

 'Aha'-type examples... Inghilleri and Solomon draw on their experiences with blue-chip service companies [to show how] companies must deliver "anticipatory" service. Inc. Magazine review by Editor Leigh Buchanan

"A wonderful, practical book that explores the interactions that build customer loyalty. Required reading for anyone [building] a new company and for seasoned business leaders." Prof. Frank A. Philpot, George Mason U. School of Management

“...offering fundamental truths that aren’t just trendsetting tips, but timeless points to learn from again and again…” --A Jack Covert Selects, 800 CEO Read

"…highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." --BlogBusinessWorld

“No matter how good you think you are doing it right now, you owe it to yourself to read this book...will challenge the norms you have accepted for customer service.” --All Business Answers.com

"…serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales.” --Houston Business Journal

“Great advice from some world class companies….pages contain golden nuggets for companies big and small…a must read. Highly recommended.” --SBC Fulfillment.com

CEO Refresher Best Business Books of The Year 2010

“Unlike many business books, it is one part theory and two parts application. Its straightforward manner, practical examples and ready-to-use suggestions make it an invaluable resource for any company.” --Business Lexington

"From manifesting the customer’s expectations and recovering from negative customer feedback to selecting and training your staff, the book makes for an easy and essential managerial read." --The Debroff Debrief

“If creating legendary customer service is important to your business, this book provides some fascinating insights.” --National Post

"A new guru of customer service excellence is Micah Solomon." --Financial Post.com

"...gem of a book...If you want to deliver a superior client experience, then have every employee read this book…volume is simply that profound, that good.” --Prime Performance.com

“…offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." --Accounting Today

800-CEO-Read Top 25: What Corporate America is Reading 2011

"A wealth of actionable information packed into a short book." --The Advance Me Business blog
Book Description
“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.

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