Exceptional Service, Exceptional Profit

The Secrets of Building a Five-Star Customer Service Organization
Narrated by: Sean Pratt
Length: 5 hrs and 39 mins
4.5 out of 5 stars (138 ratings)

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Publisher's Summary

In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything 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, listeners can take the techniques that minted money for these brands and apply them directly to their own businesses.

Filled with detailed, behind-the-scenes examples, this 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.

©2010 Leonardo Inghilleri, Micah Solomon (P)2014 Gildan Media LLC

Critic Reviews

"If you want to deliver a superior client experience, then have every employee read this book. That's what we've done. This volume is simply that profound, that good." (Jim S. Miller, President, Prime Performance)

What listeners say about Exceptional Service, Exceptional Profit

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  • Overall
    4 out of 5 stars
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    4 out of 5 stars

Excellent insight and leadership principles

The book challenges the readers thought process by proving a series of hypothetical scenarios with prospective outcomes.
The book inspired my firm to develop a language and problem resolution process that is clearly defined with all hands on deck.
We are also developing a KIG language. I would highly recommend this book.

Jack Kennedy
CEO Kennedy Investment Group

2 people found this helpful

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Great book, recommended!

Excellent content and well narrated.
This book offers an in-depth dive into customer service, it also offers very concrete examples for you or for employees enact immediately after reading the book.

4 people found this helpful

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  • EJ
  • 06-21-19

Great fundamentals

Our company has taken a different approach to customer support this year, and we've adopted many of the fundamentals this book presented. To be honest, the three Appendix items were perhaps as valuable as anything else in the book -- we put all of them to good use immediately.

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Leonardo Knows Service!

If you want to be a difference maker in the world of customer service, this book is a must! Leonardo has it right!

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very good

this book as some really great insights and ideas for performing good service. and I love that it gives examples.
also the tips on creating a loyal customer are fantastic

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Great information

Not the best reader but good, great examples and stories to bring the points home.