Exceptional Service, Exceptional Profit
The Secrets of Building a Five-Star Customer Service Organization
By: Leonardo Inghilleri, Micah Solomon
Published: April 2010
Format: Hardcover, 192pp
ISBN-13: 9780814415382
ISBN-10: 0814415385
Publisher:AMACOM
"The single best thing you can do for your business is to build true customer loyalty, one customer at a time", write Executive Vice President and Managing Partner of West Paces Consulting, Leonardo Inghilleri, and President of Oasis Disc Manufacturing, Micah Solomon, in their highly practical and business transformational book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. The authors describe proven strategies for building customer loyalty, through providing service excellence, to build a lasting organization that creates a superior and memorable customer experience.
Micah Solomon (photo left) and Leonardo Inghilleri understand that many aspects of a business are outside of management control. The authors emphasize, however, that customer service is a part of the company that can be addressed and developed at every level of an organization. Because customer service excellence touches every aspect of the business, the authors provide a comprehensive examination of how small details of service can result in a very positive customer experience. This attention to the customer begins with the initial contact with the company, and then continues through every customer engagement with the organization. The result is customer loyalty and customer evangelism that extends far beyond one person, and touches many future customers as well.
Leonardo Inghilleri (photo left) and Micah Solomon recognize the critical importance of the employees in the overall customer experience. As a result, employee selection, training, and advancement must include a focus on customer service skills. The goal is to create an organizational culture of always providing the very best in service excellence. Because customer service is so personal, the authors point out that the best customer service is achieved one person at a time. The authors also realize that things can go wrong in every company, and there will be less than desirable customer experiences as well. The book contains valuable advice for turning those negative moments into a positive experience, so that the company recovers and learns from their mistakes.
For me, the power of the book is how Leonardo Inghilleri and Micah Solomon guide the reader through both the theory and the practical application of the entire customer experience process. They share important concepts on value pricing that includes the crucial element of customer service excellence. Even more importantly, the authors demonstrate that customer service is not a cost center as often believed, but instead is a business building and profitable part of the organization. To that end, the book contains an important section on measuring and tracking the value of customer service, and its contribution to the company bottom line. Because so much business is conducted online, the authors add a critical chapter on building customer service over the internet. Overall, the book is a complete course in creating the best in customer service, and turning that service excellence into a competitive advantage in any economy.
I highly recommend the essential and must read book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon and Leonardo Inghilleri, to anyone serious about creating the very best in customer experiences in their organization. The book provides a complete guide to enhancing every aspect of the customer experience from a general big picture overview to the finest details of service excellence.
Read the brilliant customer experience book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon and Leonardo Inghilleri, and turn your company into the gold standard of service excellence for your industry, with your focus placed on your customers. This book will transform your company culture, build powerful customer engagement and loyalty, increase your business profitability, and help you to out distance your competition.
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