Exceptional Service, Exceptional Profit
The Secrets of Building a Five-Star Customer Service Organization
Editorial Review
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.
Book Reviews
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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
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Wisdom to Share
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.
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