Resources for every leadership type
Read a Sample

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Leonardo Inghilleri | Micah Solomon
Regular price
$19.99
Sale price
$19.99
Quantity must be 1 or more

Format:
Free Shipping on orders $35+ within the continental US

Product Description
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solom... Read More

What if you could protect your business against competitive inroads, once and for all?

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, Exceptional Service, Exceptional Profit 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.

Read Less

Additional Information
  • Contributor(s)Leonardo Inghilleri , Micah Solomon
  • About the Contributor(s) LEONARDO INGHILLERI (Roswell, GA) is Executive Vice President and Managing Partner of West Paces Consulting. A recognized expert on service,...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 Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. He’s a bestselling author, customer service consultant, and popular keynote speaker. Additionally, he’s a frequent contributor to Forbes and has been featured in The Washington Post, The New York Times, Harvard Business Review, as well as on ABC and CBS.

    Solomon is a business leader and entrepreneur, and he was an early investor in the technology behind Apple’s Siri. His broad expertise includes the hospitality industry, healthcare (patient experience), AI (artificial intelligence), retail, automotive, manufacturing, technology, banking, finance, nonprofit, and government.

    show more
  • ISBN-139781400242726
  • Publish Date09/27/2022
  • PublisherAMACOM
  • Format Softcover
  • LanguageEnglish
  • Weight (lbs)0.65 lb
  • Case Weight (lbs)22.11 lb
  • Dimensions 9.0(h) x 6.0(w) x 0.5(d) inches
  • Pages192
  • Price $19.99

How our s work

eBook Details: eBooks purchased here are fulfilled by our partner, Glose. Please note that:

  • For all eBook purchases, you will be prompted to create an account or login with your existing Leadership Essentials username and password. This ensures accurate delivery of your items.
  • To access your eBook(s) after purchasing, you can download the free Glose app or read instantly on your browser by logging into Glose.com. To log in, select OTHER SIGN IN/LOGIN OPTIONS and then click SIGN IN/LOG IN WITH HARPERCOLLINS, using the same email address and password used for your Leadership Essentials account.
  • E-Books fulfilled through Glose cannot be printed, downloaded as PDF, or read in other digital readers (like Kindle or Nook).
  • For more information about how to access eBooks purchased on Leadership Essentials, click here for our FAQs.

Audiobooks purchased here are fulfilled by our partner, Glose. Please note that:

  • For all Audiobook purchases, you will be prompted to create an account or login with your existing Leadership Essentials username and password. This ensures accurate delivery of your items.
  • To access your Audiobook(s) after purchasing, you can download the free Glose app or read instantly on your browser by logging into Glose.com. To log in, select OTHER SIGN IN/LOGIN OPTIONS and then click SIGN IN/LOG IN WITH HARPERCOLLINS, using the same email address and password used for your Leadership Essentials account.
  • Audiobooks fulfilled through Glose cannot be downloaded for listening in other digital listening apps like iTunes, Google Play, or Audible.
  • For more information and a brief video about how to access Audiobooks purchased on Leadership Essentials, click here for our FAQs.

Audiobooks purchased here are fulfilled by our partner, Glose. Please note that:

  • For all Audiobook purchases, you will be prompted to create an account or login with your existing Leadership Essentials username and password. This ensures accurate delivery of your items.
  • To access your Audiobook(s) after purchasing, you can download the free Glose app or read instantly on your browser by logging into Glose.com. To log in, select OTHER SIGN IN/LOGIN OPTIONS and then click SIGN IN/LOG IN WITH HARPERCOLLINS, using the same email address and password used for your Leadership Essentials account.
  • Audiobooks fulfilled through Glose cannot be downloaded for listening in other digital listening apps like iTunes, Google Play, or Audible.
  • For more information and a brief video about how to access Audiobooks purchased on Leadership Essentials, click here for our FAQs.

Ecourses purchased at Leadership Essentials are accessed through our online learning portal (or visit https://courses.hcleadershipessentials.com)

  • At checkout, you will be prompted to create an account (or login to your existing Leadership Essentials account). You will use the same username and password to log in to the eCourse portal and access your courses.
  • After purchase, you will receive a confirmation email from us with a link to the portal and your eCourse(s).
  • Please note: If you are purchasing eCourses in bulk for your team or organization, please email essentialscc@harpercollins.com after your purchase with your order number and the name of your organization. We will be in touch with you to set up your team on the platform.
  • If you have questions about eCourses, feel free to reach out to us via Live Chat at the bottom right corner of your screen, by submitting a ticket to our customer service team, or by calling us at 1-800-250-5308. For more information check out our FAQs here.

Reviews

You May Also Like