Exceptional Service, Exceptional Profit

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 insider and coauthor Leonardo Inghilleri reveals 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 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.

Honors received:
A Jack Covert Selection
CEO Refresher Top Ten Best Business Book of the Year
800-CEO-READ Business Book of the Year Awards Shortlist winner
Philadelphia Bulletin "Must Read" business book
Book of the Month, Las Vegas Women's REALTOR®
DearReader.com Business Book Club Selection
Shanghai Daily Press #1 U.S. Business Book

What people are saying about the book:

"Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!"

"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."
– 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

"If you want to deliver a superior client experience, then have every employee read this book. That's what we've done. This volume is simply that profound, that good."                                                         
– Jim S. Miller - President, Prime Performance


"A must-read for anyone interested in transforming their interactions with clients - a manual for winning customer loyalty that actually inspires."
– Daniel Pink, author of Drive: The Surprising Truth About What Motivates Us


“...offering fundamental truths that aren’t just trendsetting tips, but timeless points to learn from again and again…”
– A Jack Covert Selects - 800 ceoread.com


"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.”                                                                    
– allbusinessanswers.com


"Filled with treasure and big ideas, this book will help you become exceptional."                                                      
– Seth Godin