Exceptional Service, Exceptional Profit

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 entertainment and technology company Oasis, and has since proven itself in countless companies around the globe, from luxury giant Bulgari 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.