Exceptional Service, Exceptional Profit
The Secrets of Building a Five-Star Customer Service Organization
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Sean Pratt
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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, listeners can take the techniques that minted money for these brands and apply them directly to their own businesses.
Filled with detailed, behind-the-scenes examples, this 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.
©2010 Leonardo Inghilleri, Micah Solomon (P)2014 Gildan Media LLC