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 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 philo sophies, 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.
- ISBN10 0814415385
- ISBN13 9780814415382
- Publish Date 7 April 2010
- Publish Status Out of Stock
- Out of Print 5 December 2023
- Publish Country US
- Publisher HarperCollins Focus
- Imprint Amacom
- Format Hardcover
- Pages 192
- Language English