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 experiences so superior they nearly guarantee loyalty. This 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.
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“Filled with treasure and big ideas, this book will help you become exceptional.” – Seth Godin
What people are saying about the book:
Ken Blanchard
Co-Author ( The One Minute Manager )
“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.”
Daniel Pink
Author ( Drive: The Surprising Truth About What Motivates Us )
“A must-read for anyone interested in transforming their interactions with clients – a manual for winning customer loyalty that actually inspires.”
Horst Schulze
Founding President and COO ( The Ritz-Carlton Hotel Company )
“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.”
Seth Godin
Author (The Purple Cow)
“Filled with treasure and big ideas, this book will help you become exceptional.”
Jim S. Miller
President ( Prime Performance )
“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.”
Leigh Buchanan
Editor ( Inc. Magazine )
‘Aha’-type examples… Inghilleri and Solomon draw on their experiences with blue-chip service companies [to show how] companies must deliver “anticipatory” service.”
Frank A. Philpot
Professor ( George Mason U. School of Management )
“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.”
a Jack Covert Selects
( 800-ceoread.com )
“…offering fundamental truths that aren’t just trendsetting tips, but timeless points to learn from again and again…”
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