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)
綫下零售工作數年,一直在學習並提升各種服務水平。從奢侈品到化妝品,對所有員工的細節培訓探索,最近也會陷入瓶頸,直到遇到這本《超預期,智能時代提升客戶黏性的服務細節》。 本書的兩位作者Leonardo Inghilleri和Micah Solomon,前者是麗思卡爾頓領導力培訓中...
評分所謂的客戶關係管理,常以其數量、速度和“效率”為榮。這可能在理論上聽起來有道理,但真正起作用、對公司有戰略價值的是忠誠度:客戶忠誠度、員工忠誠度。如果不知道如何建立這些忠誠度,即使有創新力的公司也舉步維艱。公司可以隨心所欲地擺弄數據,隨心所欲構建龐大的客戶...
評分(采訪者:韋恩•赫爾伯特) 您寫作本書有何背景? 邁卡•所羅門:《卓越服務,非凡利潤》的誕生非常有趣。它是一些理念的升華,這些理念讓我的綠洲唱片公司從一間地下室起傢,發展到現在,已經成為娛樂産業的領導者。綠洲的發展成為可能是因為我創建瞭一套機製,不管我...
評分服務人員入職叢書
评分服務人員入職叢書
评分服務人員入職叢書
评分服務人員入職叢書
评分服務人員入職叢書
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