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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization Hardcover – Special Edition, April 7, 2010
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"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®
"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
“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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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.
Exceptional Service is a great book and one of the few books of this nature that I have given five stars to. It combines Customer Service Theory with some practical examples and real-life stories. On more than one instance I found myself taking detailed notes and implementing what I had read about.
You might not be able to use everything you read about in this book but you will find MANY things that you can immediately begin to practice. The book focuses on the importance of being able to provide "anticipatory" service to your customers and how that results in profit. Laying out examples from many companies synonymous with great service, you get to read about tricks that make customers say "WOW".
But it doesn't just provide detailed information about great practices. It gives you the full spectrum and a good analysis of what could happen when you misstep. For example, the book talks about using technology to track and provide personal service to repeat customers. While some books might stop at a few suggestions, you get exposure to how you might come across if you use technology wrong. What happens if you seem like you might be getting too much information from your customers.
I have already personally recommended this book to many of my colleagues and friends. BUY IT!
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!