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

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

By Leonardo Inghilleri and Micah Solomon

"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. ".


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Book Information

Publisher: Amacom
Publish Date: 04/07/2010
Pages: 192
ISBN-13: 9780814415382
ISBN-10: 0814415385
Language: English

What We're Saying

April 08, 2010

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Leonardo Inghilleri and Micah Solomon, AMACOM, 170 pages, $21. 95, Hardcover, April 2010, ISBN 9780814415382 Customer service. Everyone expects it to be good, yet we don’t say much when it is. READ FULL DESCRIPTION

May 08, 2012

Micah Solomon follows up his book Exceptional Service, Exceptional Profit, a book he co-authored with Leonardo Inghilleri, with a new book written just by him, titled, High-tech, High-touch Customer Service. Taking some of the core values of good service and applying them to the increasing level of technology that's involved in our interactions, Solomon tells stories and shares insights about best practices in this constantly changing, yet fundamentally human business landscape we exist in. I sent Micah a few questions after reading the book, and his answers are below. READ FULL DESCRIPTION

Full Description

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.

About the Authors

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.

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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.

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