We are currently making improvements to the Audible site. In an effort to enhance the accessibility experience for our customers, we have created a page to more easily navigate the new experience, available at the web address www.audible.co.uk/access.
Exceptional Service, Exceptional Profit Audiobook

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

Regular Price:£14.59
  • Membership Details:
    • First book free with 30-day trial
    • £7.99/month thereafter for your choice of 1 new book each month
    • Cancel easily anytime
    • Exchange books you don't like
    • All selected books are yours to keep, even if you cancel
  • - or -

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

What the Critics Say

"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 Members Say

Average Customer Rating

3.7 (3 )
5 star
 (2)
4 star
 (0)
3 star
 (0)
2 star
 (0)
1 star
 (1)
Overall
3.7 (3 )
5 star
 (2)
4 star
 (0)
3 star
 (0)
2 star
 (0)
1 star
 (1)
Story
4.7 (3 )
5 star
 (2)
4 star
 (1)
3 star
 (0)
2 star
 (0)
1 star
 (0)
Performance


There are no listener reviews for this title yet.

Sort by:
  • Jack W Kennedy III
    03/07/16
    Overall
    Performance
    Story
    "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

    1 of 1 people found this review helpful
  • KLD
    Whitby, Ontario Canada
    03/07/15
    Overall
    Performance
    Story
    "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.

    3 of 4 people found this review helpful
  • Colin
    17/08/16
    Overall
    Performance
    Story
    "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

    0 of 0 people found this review helpful

Report Inappropriate Content

If you find this review inappropriate and think it should be removed from our site, let us know. This report will be reviewed by Audible and we will take appropriate action.

Cancel

Thank you.

Your report has been received. It will be reviewed by Audible and we will take appropriate action.