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 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 philo sophies, 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.
Micah Solomon 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 Success magazine, Seth Godin’s bestseller Purple Cow and other publications.
|Table of Contents|
Foreword by Horst Schulze, Chairman & CEO, The West Paces Hotel Group. President and COO (retired), The Ritz-Carlton Hotel Company
Introduction: The Only Shop in the Marketplace
Chapter One: The Engineer on the Ladder: Reaching for the Highest
Chapter Two: The Four Elements of Customer Satisfaction: Perfect Product, Caring Delivery, Timeliness, and an Effective Problem Resolution Process
Chapter Three: Language Engineering: Every. Word. Counts.
Chapter Four: Recovery! Turning Service Failures Around
Chapter Five: Keeping Track to Bring Them Back: Tracking Customer Roles, Goals, and preferences
Chapter Six: Building Anticipation Into Your Products and Services
Chapter Seven: Your People: Selection, Orientation, Training, and Reinforcement
Chapter Eight: Leadership: Guiding the Customer-Centered Organization
Chapter Nine: What's Worth it, and What's Not? Pointers on Value, Costs, and Pricing
Chapter Ten: Building Customer Loyalty Online: Using the Internet's Power to Serve Your Customers and Your Goals
Chapter Eleven: Hello/Good-Bye: Two Crucial Moments with a Customer
Appendix A: Oasis Disc Manuafacturing: Customer and Phone Interaction Guidelines and Lexicon Excerpts
Appendix B: CARQUEST Standards of Service Excellence
Appendix C: Capella Hotels and Resorts 'Canon Card': Service Standards and Operating Philosophy