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

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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization ReviewAuthor and customer service speaker Micah Solomon's keynote speech to the NCBS Retail Banking Conference at the Four Seasons in Las Vegas (8 minute excerpt): This Customer Service Keynote is an introduction to the principles inExceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization's principles. (8 minute excerpt)
This keynote speech was filmed in front of an audience of bankers at the Four Seasons in Las Vegas in June 2011.
{More live speaking excerpts and info available at customerserviceguru DOT com}
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization Overview"Filled with treasure and big ideas, this book will help you becomeexceptional." - SETH GODINIn 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"If you want to deliver a superior client experience, then have everyemployee read this book. That's what we've done. This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance

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