Exceptional Service, Exceptional Profit 在线电子书 图书标签: 服务
发表于2024-08-20
Exceptional Service, Exceptional Profit 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024
服务人员入职丛书
评分服务人员入职丛书
评分服务人员入职丛书
评分服务人员入职丛书
评分服务人员入职丛书
莱昂纳多·因基莱里(Leonardo Inghilleri),公认的卓越服务专家,他创建了丽思卡尔顿领导力培训中心,在丽思卡尔顿酒店、宝格丽酒店、华特迪士尼公司以及其团队倾力打造的新度假酒店品牌嘉佩乐和索利斯的经营中发挥着重要作用。
迈卡·所罗门(Micah Solomon),绿洲唱片公司总裁,他创立的这家公司从一间地下室起家,最终成为了娱乐和科技产业的领导者。他的经营之道和辉煌成就曾登上《成功》杂志、赛斯·高汀的全球畅销书《紫牛》,其他商业出版物也以他的公司为案例。所罗门是“客户学院”网站的创始人,也是一位著名的商业顾问和演讲者。
"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)
所谓的客户关系管理,常以其数量、速度和“效率”为荣。这可能在理论上听起来有道理,但真正起作用、对公司有战略价值的是忠诚度:客户忠诚度、员工忠诚度。如果不知道如何建立这些忠诚度,即使有创新力的公司也举步维艰。公司可以随心所欲地摆弄数据,随心所欲构建庞大的客户...
评分我还留着第一次去海底捞的时候,海底捞员工给我的头绳。那时头发将长未长,低头吃东西时,头发总向下滑落。只是和朋友对视、无奈一笑的工夫,一位员工递上头绳,问我是不是需要。 之前只是听传言说海底捞服务好,那次切身体会,的确不得不赞叹一声。 小米创始人雷军曾说,海底...
评分我记得有一次我们三个朋友一起去逛街,在一家服装店里一位朋友在试衣服,试完衣服后这位朋友说“我觉得价格有点高”,店员拿着那个衣服就往衣服架子上一扔,说“我们的衣服就是这样的”,后来我们三个一致的走出了这家店,这对我那位朋友来说是一次很不好的用户体验,这次事情...
评分文/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,...
评分我记得有一次我们三个朋友一起去逛街,在一家服装店里一位朋友在试衣服,试完衣服后这位朋友说“我觉得价格有点高”,店员拿着那个衣服就往衣服架子上一扔,说“我们的衣服就是这样的”,后来我们三个一致的走出了这家店,这对我那位朋友来说是一次很不好的用户体验,这次事情...
Exceptional Service, Exceptional Profit 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024