Exceptional Service, Exceptional Profit: The Secrets Of Building a Five-Star Customer Service Organization by Leonardo InghilleriExceptional Service, Exceptional Profit: The Secrets Of Building a Five-Star Customer Service Organization by Leonardo Inghilleri

Exceptional Service, Exceptional Profit: The Secrets Of Building a Five-Star Customer Service…

byLeonardo Inghilleri, Micah SolomonForeword byHorst Schulze

Hardcover | April 17, 2010

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"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN 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, 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 philosophies, 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.
LEONARDO INGHILLERI (Roswell, GA) is Executive Vice President and Managing Partner of West Paces Consulting. A recognized expert on service, Inghilleri created The Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role at The Ritz-Carlton Hotel Company, BVLGARI, and The Walt Disney Company.MICAH SOLOM...
Title:Exceptional Service, Exceptional Profit: The Secrets Of Building a Five-Star Customer Service…Format:HardcoverDimensions:192 pages, 9.25 × 6.13 × 0.82 inPublished:April 17, 2010Publisher:AmacomLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0814415385

ISBN - 13:9780814415382


Editorial Reviews

'Great advice from some world class companies.pages contain golden nuggets for companies big and smalla must read. Highly recommended.' - SBC Fulfillment.com 'offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." - Accounting Today "highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." - BlogBusinessWorld "A new guru of customer service excellence is Micah Solomon." - Financial Post.com "A wealth of actionable information packed into a short book." - The Advance Me Business blog '... offering fundamental truths that aren't just trendsetting tips, but timeless points to learn from again and again' - A Jack Covert Selects, 800 CEO Read "serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales.' - Houston Business Journal 'Unlike many business books, it is one part theory and two parts application. Its straightforward manner, practical examples and ready-to-use suggestions make it an invaluable resource for any company.' - Business Lexington 800-CEO-Read Top 25: What Corporate America is Reading 2011CEO Refresher Best Business Books of The Year 2010 "... gem of a book... If you want to deliver a superior client experience, then have every employee read this bookvolume is simply that profound, that good.' - Prime Performance.com "From manifesting the customer's expectations and recovering from negative customer feedback to selecting and training your staff, the book makes for an easy and essential managerial read." - The Debroff Debrief '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.' - All Business Answers.com 'If creating legendary customer service is important to your business, this book provides some fascinating insights.' - National Post "