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Full Description
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.
Contents
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
