Exceptional Service, Exceptional Profit
Amacom (Verlag)
978-0-8144-1538-2 (ISBN)
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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.
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.
Contents
Special Features xi
Acknowledgments xiii
Foreword by Horst Schulze xv
Introduction:
The Only Shop in the Marketplace 1
Chapter One:
The Engineer on the Ladder: Reaching for the Highest
Level of Service 4
Chapter Two:
The Four Elements of Customer Satisfaction:
Perfect Product, Caring Delivery, Timeliness, and an
Effective Problem Resolution Process 7
Chapter Three:
Language Engineering: Every. Word. Counts. 14
Chapter Four:
Recovery! Turning Service Failures Around 26
Chapter Five:
Keeping Track to Bring Them Back: Tracking Customer
Roles, Goals, and Preferences 45
Chapter Six:
Building Anticipation Into Your Products and Services:
Putting Processes to Work for You 59
Chapter Seven:
Your People: Selection, Orientation, Training, and
Reinforcement 84
Chapter Eight:
Leadership: Guiding the Customer-Centered
Organization 101
Chapter Nine:
What's Worth it, and What's Not? Pointers on Value,
Costs, and Pricing 108
Chapter Ten:
Building Customer Loyalty Online: Using the Internet's
Power to Serve Your Customers and Your Goals 115
Chapter Eleven:
Hello/Good-Bye: Two Crucial Moments with a
Appendixes 145
Appendix A:
Oasis Disc Manufacturing: Customer and Phone
Interaction Guidelines and Lexicon Excerpts 147
Appendix B:
CARQUEST Standards of Service Excellence 153
Appendix C:
Capella Hotels and Resorts ``Canon Card'': Service
Standards and Operating Philosophy 155
Notes 159
Index 162
| Erscheint lt. Verlag | 16.5.2010 |
|---|---|
| Sprache | englisch |
| Maße | 159 x 241 mm |
| Gewicht | 421 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-8144-1538-5 / 0814415385 |
| ISBN-13 | 978-0-8144-1538-2 / 9780814415382 |
| Zustand | Neuware |
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