Exceptional Service, Exceptional Profit

Exceptional Service, Exceptional Profit

The Secrets of Building A Five-star Customer Service Organization

Book - 2010
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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 Solomons 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 Micahs philosophies, rules and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization. -- Publisher description from http://www.amanet.org (Oct. 12, 2011).
Publisher: New York : American Management Association, c2010
ISBN: 9780814415382
Branch Call Number: 658.812 I48
Characteristics: xvi, 170 p. ; 24 cm
Additional Contributors: Schulze, Horst
Solomon, Micah


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