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EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT
by Leonardo Inghilleri and Micah Solomon
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. In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal secrets of providing online and offline customer service so superior loyalty is nearly guaranteed. 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. Now, readers can take these techniques and apply them directly to their own businesses. ...
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