Exceptional Service, Exceptional Profit - by Leonardo Inghilleri & Micah Solomon (Hardcover)
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<p/><br></br><p><b> About the Book </b></p></br></br>"This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. "Exceptional Service, Exceptional Profit" is a manual for winning customer loyalty that actually inspires."-- Daniel H. Pink, author of "A Whole New Mind."<p/><br></br><p><b> Book Synopsis </b></p></br></br>Customer service experts Leonardo Inghilleri and Micah Solomon's 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. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, this award-winning 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.<p/><br></br><p><b> From the Back Cover </b></p></br></br><b>Learn the Loyalty-Building Secrets of Distinguished--and Exceptionally Successful--Service Companies</b> </p> </p> "<i>Exceptional Service, Exceptional Profit</i> is a book after my own heart. 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. This is the way to run a customer-focused company!" <b>-- Ken Blanchard, coauthor of <i>The One Minute Manager(R)</i> and <i>Leading at a Higher Level</i></b> </p> </p> "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." <b>-- Horst Schulze, Chairman & CEO, The West Paces Hotel Group; President and COO, ret., The Ritz-Carlton Hotel Company, from the Foreword </b> </p> </p> "A must-read guide on how to apply five-star service techniques to every industry and every price point." <b>-- O. Temple Sloan, III, President, Chief Executive Officer, General Parts, Inc./CARQUEST</b> </p> </p> "This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. Leonardo Inghilleri and Micah Solomon cover considerable ground--from the finer details of greeting customers or giving directions to larger strategies for training employees or maintaining customers' trust online. <i>Exceptional Service, Exceptional Profit</i> is a manual for winning customer loyalty that actually inspires."<b>-- Daniel H. Pink, author of A Whole New Mind, Free Agent Nation, and Drive: The Surprising Truth About What Motivates Us </b> </p> </p> "An excellent roadmap for building a customer-centered enterprise. Leonardo and Micah wittily present easy-to-implement strategies that will create a strong value proposition for your business and a great experience for your customers." <b>-- Massimo Ferragamo, Chairman, Salvatore Ferragamo USA</b> </p> </p> "In economically difficult times, customer loyalty is a critical factor in determining who survives to sell another day and who ends up in bankruptcy court. Leonardo Inghilleri and Micah Solomon have written a wonderful, practical book that explores the interactions that build customer loyalty. It should be required reading for anyone setting out to build a new company and, equally, for seasoned business leaders wondering how to weather hard times." <b>-- Professor Frank A. Philpot, George Mason University School of Management</b> </p><p/><br></br><p><b> Review Quotes </b></p></br></br><br>..".gem of a book...If you want to deliver a superior client experience, then have every employee read this book...volume is simply that profound, that good." <b><i>--Prime Performance.com</i></b> </p><br><br>..".highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." <b><i>--BlogBusinessWorld</i></b> </p><br><br>..".offering fundamental truths that aren't just trendsetting tips, but timeless points to learn from again and again..." <b><i>--A Jack Covert Selects, 800 CEO Read</i></b> </p><br><br>..".offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." <b><i>--Accounting Today</i></b> </p><br><br>..".serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales." <b>--<i>Houston Business Journal</i></b> </p><br><br><b>CEO Refresher Best Business Books of The Year 2010</b> </p><br><br><b>800-CEO-Read Top 25: What Corporate America is Reading 2011</b> </p><br><br>"A new guru of customer service excellence is Micah Solomon." <b><i>--Financial Post.com</i></b> </p><br><br>"A wealth of actionable information packed into a short book." <b><i>--The Advance Me Business blog</i></b> </p><br><br>"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."<i> <b>--The Debroff Debrief</b></i> </p><br><br>"Great advice from some world class companies....pages contain golden nuggets for companies big and small...a must read. Highly recommended." <b><i>--SBC Fulfillment.com</i></b> </p><br><br>"If creating legendary customer service is important to your business, this book provides some fascinating insights." <b><i>--National Post</i></b> </p><br><br>"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." <b><i>--All Business Answers.com</i></b> </p><br><br>"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."<b><i> --Business Lexington</i></b> </p><br><p/><br></br><p><b> About the Author </b></p></br></br>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. </p> </p> MICAH SOLOMON (Philadelphia, PA) is Founder and President of Oasis Disc Manufacturing, a leader in the entertainment and technology industries. A sought-after business advisor and speaker, his techniques and achievements have been featured in <i>Success</i> magazine, Seth Godin's bestseller <i>Purple Cow</i>, and other publications. </p>
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