The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological changes, economies of scale, and exchange rates. Solid customer loyalty serves as insurance against the risks of a commodity being viewed as replaceable or interchangeable. In Exceptional Service, Exceptional Profit, Leonardo Inghilleri and Micah Solomon share a variety of strategies to help organizations make the shift from reactive to anticipatory service and build a client base that will keep coming back for more. These positive relationships can then lead to free word-of-mouth advertising and boost employee pride and morale.
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Related book summaries in the BBS library: Lead with Your Customer, 10 Steps to Successful Customer Service, The Customer Rules
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