Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Micah Solomon · Leonardo Inghilleri
2014년 4월 · Ascent Audio · 내레이터: Sean Pratt
headphones
오디오북
5시간 39분
무삭제
family_home
적용 가능
info
report검증되지 않은 평점과 리뷰입니다. 자세히 알아보기
37분 샘플이 필요한가요? 오프라인일 때를 비롯해 언제든지 들을 수 있습니다.
추가
오디오북 정보
"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®
* DearReader.com Business Book Club Selection
* Shanghai Daily Press #1 U.S. Business Book
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®
* DearReader.com Business Book Club Selection
* Shanghai Daily Press #1 U.S. Business Book
저자 정보
Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker. Micah's books have been translated into more than a dozen languages, and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review.
오디오북 평가
의견을 알려주세요.
오디오북을 듣는 방법
스마트폰 및 태블릿
노트북 및 컴퓨터
Google Play에서 구입한 도서를 컴퓨터의 웹브라우저로 읽을 수 있습니다.
