Overview

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 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 entertainment and technology 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. 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(R) * DearReader.com Business Book Club Selection * Shanghai Daily Press #1 U.S. Business Book

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9781469059396

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Reviews

"""Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!"" -- ""Ken Blanchard, New York Times bestselling author of The One Minute Manager"" ""A must-read for anyone interested in transforming their interactions with clients--a manual for winning customer loyalty that actually inspires."" -- ""Daniel H. Pink, author of 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. -- Daniel H. Pink, author of Drive: The Surprising Truth about What Motivates Us Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company! -- Ken Blanchard, New York Times bestselling author of The One Minute Manager

Author Information

"Leonardo Inghilleri 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, Bulgari, and the Walt Disney Company, among other renowned brands. Micah Solomon has been named by the Financial Post as ""a new guru of customer service excellence."" He is a top keynote speaker and consultant on customer service issues, the customer experience, and company culture. A successful entrepreneur, he coauthored the book, Exceptional Service, Exceptional Profit. His expertise has been featured in Fast Company, Inc. magazine, Bloomberg Businessweek, Forbes.com, NBC and ABC television programming, and elsewhere. He lives in Seattle. Horst Schulze is Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business. His visionary and disruptive principles have reshaped the concepts of excellence, service, and competitive advantage, transcending divisions of industry across the business landscape. Upon co-founding the Ritz-Carlton Hotel Co. in 1983, Schulze singlehandedly set the business operation and service standards that made the Ritz-Carlton brand globally elite and world-famous. Under Schulze's prodigious leadership, The Ritz-Carlton, a multi-billion dollar international enterprise, was awarded the Malcolm Baldrige National Quality Award twice--an unprecedented achievement, as The Ritz-Carlton remains the only hotel company to ever receive the prestigious award. In 2002, Schulze founded a second company, The Capella Hotel Group, raising the bar set at the Ritz-Carlton even higher to pioneer the first ""ultraluxury"" guest experience. Horst Schulze is a highly sought after keynote speaker for numerous global businesses and organizations. He and his wife, Sheri, live in Atlanta, Georgia. Sean Pratt has been narrating since 1996 and has recorded over six hundred books. He is an AudioFile Earphones Award winner and has been a finalist for the prestigious Audie Award. His critically acclaimed performances include Elvis in the Morning by William F. Buckley Jr. and Searching for Bobby Fischer by Fred Waitzkin."

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