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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization Hardcover – April 7, 2010

4.7 out of 5 stars 78 customer reviews

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  • Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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  • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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  • Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
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Editorial Reviews

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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Product Details

  • Hardcover: 170 pages
  • Publisher: AMACOM (April 7, 2010)
  • Language: English
  • ISBN-10: 0814415385
  • ISBN-13: 978-0814415382
  • Product Dimensions: 1 x 6.5 x 9.2 inches
  • Shipping Weight: 14.9 ounces (View shipping rates and policies)
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (78 customer reviews)
  • Amazon Best Sellers Rank: #77,141 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By Blaine Greenfield on May 23, 2011
Format: Hardcover
When I saw EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT (AMACOM) by Leonardo Inghilleri and Micah Solomon, I thought to myself, "Oh, no, still another book on customer service." Even the subtitle. THE SECRETS OF BUILDING A FIVE-STAR CUSTOMER SERVICE ORGANIZATION, indicated that might be the case.

But was I ever wrong! The authors immediately got me interested in finding out more through their use of success stories from such companies as The Ritz-Carlton and Lexus, as well as how the principles were applied by such online firms as Netflix and CD Baby.

In addition, they quickly got me thinking about how to make customers more loyal--with one key way being the need to provide anticipatory service vs. merely reacting to customers.

Some of their examples, though seemingly basic, blew me away--such as this one:
*To help launch their Ritz-Carlton luxury hotel brand, initially, founding President and Chief Operating Officer Horst Schulze and his team decided on a set of ideal phrases for use in conversation with customers, then trained employees to use those phrases. The frequent use of certain phrases helped unify their employees around a shared identity and contributed to a distinctive "Ritz style" that the public could easily recognize: phrases like "my pleasure," "Right away," "Certainly," and -a personal favorite-"We're fully committed tonight." (Translation: "We're booked solid, bub!" The list of words and phrases to be avoided included folks, hey, you guys, and okay.

I also loved this technique for how to preemptively unwad your staff's shorts:
* When your own employees first hear you taking the customer's side, don't expect them to be thrilled. ("Does my boss blame me? Does she actually believe that idiot's version of what happened?
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Format: Hardcover Verified Purchase
Best well-rounded book on customer service I have seen to date. Well-organized, and easy to read and digest. Provides exactly the right overarching philosophy of exceptional service, supported by real world examples. Totally raises the bar on how to approach serving customers. Offers other excellent resources for reference. If you can only buy one book on the subject, let this one be it. Amazing.
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Format: Kindle Edition Verified Purchase
From the moment I opened (or slid over as I'm reading the Kindle version) the first part of this book, which was the table of contents, I was excited about what I might be able to learn from this book. As I read from page to page, reading their substantiated reasons for doing what they suggest with stories and experiences that clearly supported and elucidated their points, I knew this would be a constant resource for me, my staff, and my superiors.

I read the book and then gave it to the general manager of our company who became as enthralled as I was. We began implementing the smallest suggestions regarding client interaction which made huge differences immediately. Such as "anticipating customer needs" and "being on the customer's side". We've given our staff the power to make decisions or to promptly bring in upper management for a positive and quick decision that makes the customer feel listened to and appreciated. I won't go on and on, you'll have to read the book, but believe me when I say this is our customer service bible from which we will reference and create guidelines for improving our business through exceptional customer service. Thank you for this book!
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Format: Hardcover Verified Purchase
I manage a customer service team at work. This book is also available on audible. Our team read/listed to this book over a month and then at our monthly meeting we discussed this book and are currently working on implementing some of it's principle. There are very good ideas here. Only thing is I wish they went a bit more in depth on examples of anticipatory service and how to track if your efforts are working. We are currently trying out some things and the customers seem to be receptive but I'd like to know how to track it in a measurable way.
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This is certainly an excellent book for everybody in any business. Customer Service is so important in any field, no matter the nature of the business. The principles in this book should be taught and learned in each and every single company.
The examples in the books are an excellent plus, with so many case studies and anecdotes that it makes the reading very entertaining.
The book has been completely adapted to our modern times (where internet rules our world) and it makes all customer and market principals feel right in place to our era.
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I expected to skim this book like I do most business books. I work through pretty quickly looking for those little nuggets that are valuable. What surprised me was how deep this book goes into the concept of anticipatory service. When I read the first reference to this, I thought for sure that I knew what it meant. The authors threw me a couple of curveballs and now have me reevaluating every interaction I have with my customers. If you want to build an organization that is successful because of the way you treat your customers, you must read this book.
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It was very helpful to provide the language I needed for a customer wanting to take there customer service to the next level and not really having the words to express to staff that they would get it. The examples and the way it is set out is very helpful.
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