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Author: Leonardo Inghilleri
Publisher: AMACOM
ISBN: 0814415393
Category : Business & Economics
Languages : en
Pages : 190
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Book Description
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's 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--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Author: Leonardo Inghilleri
Publisher: AMACOM
ISBN: 0814415393
Category : Business & Economics
Languages : en
Pages : 190
Get Book
Book Description
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's 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--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Author: Dr. Janne Ohtonen
Publisher: AuthorHouse
ISBN: 1524653667
Category : Education
Languages : en
Pages : 456
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Book Description
Boost Revenues with Top-Notch Customer Experience! Get the digital version of this book for FREE when you purchase a paperback copy! Do you know the value of exceptional customer experience? Do you want to optimize your customer experience blueprint? Would you like to streamline your operations with customer journey mapping? When you read Dr. Janne Ohtonens The 5-Star Customer Experience, youll discover the three secrets of providing a phenomenal customer experience. This fascinating guidebook helps you understand your current level of experience and what you can do to improve and excel! Secret 1: Create a Customer Experience Blueprint Develop a Customer Experience Strategy that boosts revenue, profit, and customer satisfaction. Secret 2: Map Your Customers Journey Learn how people interact with your business, weed out frustrations and time-sinks, and increase cost efficiency. Secret 3: Experience Stunning Results Take your strategy and plans into action and see your revenues grow, cost base decrease and customers smiling! With your purchase of this book, youll also get FREE digital downloads of the authors other two books! Inside The 5-Star Customer Experience, youll discover: Why innovative and constantly improving customer experience creates sustainable revenue growth A practical way for creating a customer experience blueprint that wows the customers and brings in the profit for the business How to use customer journey mapping tools, including step-by-step guides and examples with illustrations to optimize cost efficiency "If you want to ensure long-term business success, then you will find Dr. Ohtonen's book invaluable--a must-read blueprint for putting the customer at the heart of your organization" (Marcos Moret, Managing Director). "An awesome read. You will find yourself inspired to approach the challenge of becoming more customer-centric in a structured and methodical way" (Anthony Pearmain, Customer Experience Consultant). "I realized how important it is that the whole company works together to achieve more customer centric approach. This is not a book to be read just by the business owners or decision makers; it is a useful book to be read by people at all organizational levels in all industries" (Jenna Heinonen, MBA). Do the right thing for your business, your customers, and the world Dr. Ohtonen donates part of the proceeds from every book sold to charity! This essential business guide includes practical, how-to steps for optimizing your customer service. Youll discover a wide variety of real-world case studies so you can benefit from the hard lessons experienced by other companies. By understanding, designing, and improving your customers experiences, you can see dramatic growth in your sales and revenues! Dont let your competition get an edge on you Order your copy of The 5-Star Customer Experience TODAY! Its quick and easy Just scroll up and click the BUY NOW WITH ONE CLICK button on the right-hand side of the screen.
Author: Michael Heppell
Publisher: Financial Times/Prentice Hall
ISBN: 9780273734383
Category : Consumer satisfaction
Languages : en
Pages : 0
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Book Description
This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you · Delight your customers every time · Deliver remarkable results that will keep them coming back for more · Win more customers without spending a fortune · Get repeat orders and referrals from everyone you encounter Whether it’s studying the Disney parking system or enrolling students at colle≥ going behind the scenes in the world’s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.
Author: Rick DeLisi
Publisher: John Wiley & Sons
ISBN: 1119841909
Category : Business & Economics
Languages : en
Pages : 262
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Book Description
Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitability Driving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactions Moving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.
Author: Matt Watkinson
Publisher: Pearson UK
ISBN: 0273775995
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none! By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again. Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.
Author: Stan Toler
Publisher: Beacon Hill Press
ISBN: 9780834134126
Category : Business & Economics
Languages : en
Pages : 134
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Book Description
Terrific is a book that focuses on special people with Down Syndrome in the marketplace. It is a unique approach to defining excellence in customer service in a day when there appears to be very little found anywhere. For certain, it makes no difference about the locale or the type of business, quality customer service should be the norm, not the exception. Keith Hawk and Stan Toler raise the bar on five star customer service by featuring special people who are without doubt the most loving, caring people on God's big earth!
Author: Michael Heppell
Publisher: Pearson UK
ISBN: 1292100230
Category : Business & Economics
Languages : en
Pages : 244
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Book Description
The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed. Create magic moments that get you noticed, remembered and referred. Providing excellent customer service is the surest way to greater success for your organisation and a more successful career for you. And it's not half as difficult or time consuming to achieve as you might think!
Author: Roy Barnes
Publisher: John Wiley & Sons
ISBN: 1118725603
Category : Business & Economics
Languages : en
Pages : 373
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Book Description
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
Author: Micah Solomon
Publisher: SelectBooks, Inc.
ISBN: 159079379X
Category : Business & Economics
Languages : en
Pages : 210
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Book Description
Success in today’s rapidly changing hospitality industry depends on understanding the desires of guests of all ages, from seniors and boomers to the newly dominant millennial generation of travelers. Help has arrived with a compulsively-readable new standard, The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets by Micah Solomon, with a foreword by The Ritz-Carlton Hotel Company’s president and COO Herve Humler. This up-to-the-minute resource delivers the closely guarded customer experience secrets and on-trend customer service insights of today’s top hoteliers, restaurateurs, and masters of hospitality management including: Four Seasons Chairman Isadore Sharp: How to build an unsinkable company culture Union Square Hospitality Group CEO Danny Meyer: His secrets of hiring, onboarding, training, and more Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach Ritz-Carlton President and COO Herve Humler: How to engage today’s new breed of luxury travelers Double-five-star chef and hotelier Patrick O’Connell (The Inn at Little Washington) shares the secrets of creating hospitality connections Designer David Rockwell on the secrets of building millennial-friendly restaurants and hotel spaces (W, Nobu, Andaz) that resonate with today’s travelers Restaurateur Traci Des Jardins on building a “narcissism-free” hospitality culture Legendary chef Eric Ripert’s principles of creating a great guest experiences, simultaneously within a single dining room. The Heart of Hospitality is a hospitality management resource like no other, put together by leading customer service expert Micah Solomon. Filled with exclusive, first-hand stories and wisdom from the top professionals in the industry, The Heart of Hospitality is an essential hospitality industry resource. As Ritz-Carlton President and COO Herve Humler says in his foreword to the book, “If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you’ll find the secrets here.”
Author: Kevin Roberts
Publisher: powerHouse Books
ISBN: 1576875342
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
"Ideas move mountains, especially in turbulent times. Lovemarks is the product of the fertile-iconoclast mind of Kevin Roberts, CEO Worldwide of Saatchi & Saatchi. Roberts argues vociferously, and with a ton of data to support him, that traditional branding practices have become stultified. What’s needed are customer Love affairs. Roberts lays out his grand scheme for mystery, magic, sensuality, and the like in his gloriously designed book Lovemarks.” —Tom Peters Tom Peters, one of the most influential business thinkers of all time, described the first edition of Lovemarks: the future beyond brands as “brilliant.” He also announced it as the “Best Business Book” published in the first five years of this century. Now translated into fourteen languages, with more than 150,000 copies in print, Lovemarks is back in a revised edition featuring a new chapter on the peculiarly human experience of shopping. The new chapter, "Diamonds in the Mine," is an insightful collection of ideas for producers and consumers, for owners of small stores and operators of superstores. So forget making lists! Shopping, says Kevin Roberts, is an emotional event. With this as a starting point, he looks at the history of shopping and how it has changed so dramatically over the last ten years. Using the Lovemark elements of Mystery, Sensuality, and Intimacy, Roberts delves into the secrets of success that can be used to create the ultimate shopping experience.
