圖書標籤: 服務
发表于2024-11-13
Exceptional Service, Exceptional Profit pdf epub mobi txt 電子書 下載 2024
"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)
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。
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
(采访者:韦恩•赫尔伯特) 您写作本书有何背景? 迈卡•所罗门:《卓越服务,非凡利润》的诞生非常有趣。它是一些理念的升华,这些理念让我的绿洲唱片公司从一间地下室起家,发展到现在,已经成为娱乐产业的领导者。绿洲的发展成为可能是因为我创建了一套机制,不管我...
評分英文原版是2010年出版的。书中主要内容是酒店服务人员在服务细节上如何让客户更满意。本书副标题“智能时代提升客户黏性的服务细节”有误导的嫌疑,改为这个更合适:智能时代以前提升酒店客户黏性的服务细节。 总体评价2星。酒店业从业人员可以参考,其他行业我认为价值不大。...
評分文/安心 商场的高档女鞋店里,走进来一对穿着朴素的夫妻,妻子看中了一款鞋子,大概觉得有些贵了,犹犹豫豫的在柜台前左右看着。丈夫提议让妻子先试一试,妻子找来服务员,在试鞋子之前问了问:“这个鞋子还有折扣吗?” 服务员答:“抱歉呢,我们家的鞋子都是高档真皮材料的,...
評分其实我倒不觉得这本书只适合服务行业的从业者去阅读,准确地说,我并不赞同过分细化行业,或者关于服务,我坚持认为它存在各行各业中,不管是售前、售中还是售后,不论是任何的部门,销售、行政、产品……他们都有着各自的服务对象,或对外或对内,每个人都是被服务者,同时也...
評分其实服务业也是一门生意, 专门做人际关系的生意,产品达到一定高度的同时,最后拼的一定是服务。 为什么放在面包房最高十几块的蛋糕,装进精美的瓷器托盘以后就能卖上百块,不单单环境的关系。身边优雅的服务生,体贴周到的关照。尤其还能对老客人有贴心的小举措。我相信没有...
Exceptional Service, Exceptional Profit pdf epub mobi txt 電子書 下載 2024