exceptional service book cover

Exceptional Service, Exceptional Profit

The Secrets of Building a Five-Star Customer Service Organization

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 BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses.

As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book 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.

What People Are Saying

Dan Pink HS

"A must-read for anyone interested in transforming their interactions with clients - a manual for winning customer loyalty that actually inspires." 

Daniel H. Pink

Author of When and Drive
Ken Blanchard

"Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!" 

Tony Ken Blanchard

coauthor The One Minute Manager®
Seth Godin

“Filled with treasure and big ideas, this book will help you become exceptional.”

Seth Godin

Author, This is Marketing

"What you read here will allow you to recalibrate your business--on any scale--to truly know your customers and keep them coming back for more." 

Horst Schulze

Founding President and COO, The Ritz-Carlton Hotel Company