Exceptional Service, Exceptional Profit by Leonardo Inghilleri and Micah Solomon
The Big Idea: Invest more in creating an exceptional customer experience. What is the cardinal rule of exceptional service? Anticipate the needs of your customers. What are the four basics of good (but not yet exceptional) service? 1. Perfect product 2. Delivered by a caring, friendly person 3. In a timely fashion 4. Supported by good problem…