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.
"I am giving this book 95/100. I liked the most different aspects and real life examples, it made me think in each chapter about my everyday work and contribution. When I was writing key takeaways, in the same moment I was able to write down a concrete action steps that will help me and my team to improve our customers’ experience." - Key Takeaways
"has ideas for nonprofit and commercial ventures." - Inc.
What are the most important assets of your business today? Your brand? Intellectual property? Physical facilities? Inventory? Employees? All of these are likely answers; however, there’s one asset that is constantly missing when we ask companies this very question: Audiences. The equation is simple: Bigger audiences = more revenue. You may think
The most common forms of sales sabotage are stylistic. How we talk with customers can easily undermine our ability to position ourselves to succeed and win business. No one does this intentionally, but the fact remains, if you don’t know how to effectively structure and conduct customer conversations, what you talk
Delivering Knock-Your-Socks-Off Service means creating a positive, memorable experience for every customer, exceeding expectations, and satisfying needs in such a way that you’re seen as easy to do business with. It means looking for opportunities to wow and delight your customer in unique and unexpected ways. The customer who experiences all
It’s a vexing situation for business leaders that one of our most valuable assets is also the least likely to be quantified. Of course it’s hard enough to identify our best customers, let alone know what moves them to choose one brand over another. If you were asked about your company’s
Hundreds of organizations everywhere now seek to change the world by creating a customer service revolution. It’s a major part of their business strategy, as they distance themselves from the competition. However, for it to be truly successful, it is critical you understand what creating a customer service revolution really means:
Empathic skill is the ability to understand what another human being is going through and how to interact helpfully in that situation.
The art of anticipation requires, at its core, the right people—people who have been chosen correctly for their positions, who understand their purpose in your organization, who are inspired by leadership, trained in the necessary technical skills, and given reinforcement daily.
Everyone has what we call a “protective bubble” around himself, to a greater or lesser extent. Teaching your staff to recognize this and probe only gently, is one of the keys to attentive service.
Don’t track too much stuff, and keep what you do track right at the fingertips of your frontline staff. Simplicity is what makes a preference-tracking system sustainable.
Service breakdowns and other problems experienced by customers are crucial emotional moments in a business relationship.
You need to design your product or service so that it can be expected to function perfectly within foreseeable boundaries.
Businesses with loyal customers grow faster than others when times are good, and they have the most breathing room when times are bad.