萊昂納多·因基萊裏(Leonardo Inghilleri),公認的卓越服務專傢,他創建瞭麗思卡爾頓領導力培訓中心,在麗思卡爾頓酒店、寶格麗酒店、華特迪士尼公司以及其團隊傾力打造的新度假酒店品牌嘉佩樂和索利斯的經營中發揮著重要作用。
邁卡·所羅門(Micah Solomon),綠洲唱片公司總裁,他創立的這傢公司從一間地下室起傢,最終成為瞭娛樂和科技産業的領導者。他的經營之道和輝煌成就曾登上《成功》雜誌、賽斯·高汀的全球暢銷書《紫牛》,其他商業齣版物也以他的公司為案例。所羅門是“客戶學院”網站的創始人,也是一位著名的商業顧問和演講者。
"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing 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. (edited by author)
發表於2024-10-01
Exceptional Service, Exceptional Profit 2024 pdf epub mobi 電子書 下載
其實我倒不覺得這本書隻適閤服務行業的從業者去閱讀,準確地說,我並不贊同過分細化行業,或者關於服務,我堅持認為它存在各行各業中,不管是售前、售中還是售後,不論是任何的部門,銷售、行政、産品……他們都有著各自的服務對象,或對外或對內,每個人都是被服務者,同時也...
評分1 提高客戶的粘性,就是要提高用戶體驗。這是一本很實用的技術手冊。 書名翻譯得比較差,人傢本來叫exceptional service,exceptional profit。齣色的服務,齣色的利潤。有點雙一流的意思。 它的細節推薦:建立一緻的語言風格。創建推薦用語和詞匯錶。選擇語言,是讓客戶覺得自...
評分這本書不是簡單地鼓吹如何樹立客戶至上的信念——這個很多人都意識到瞭。而是通過什麼途徑可以做到這一點。比中國人搞的《海底撈你學不會》這種故弄玄虛的玩意兒好多瞭。有時候我覺得我國培訓及谘詢行業的寒磣之處就在於此,本來應該好好談方法論,談術,談如何持續提升人的素...
評分文/安心 商場的高檔女鞋店裏,走進來一對穿著樸素的夫妻,妻子看中瞭一款鞋子,大概覺得有些貴瞭,猶猶豫豫的在櫃颱前左右看著。丈夫提議讓妻子先試一試,妻子找來服務員,在試鞋子之前問瞭問:“這個鞋子還有摺扣嗎?” 服務員答:“抱歉呢,我們傢的鞋子都是高檔真皮材料的,...
圖書標籤: 服務
服務人員入職叢書
評分服務人員入職叢書
評分服務人員入職叢書
評分服務人員入職叢書
評分服務人員入職叢書
Exceptional Service, Exceptional Profit 2024 pdf epub mobi 電子書 下載