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Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
by John A. Goodman


Overview -

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line.  Read more...


 
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Language: English

 
 
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More About Strategic Customer Service by John A. Goodman
 
 
 
Overview

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can:

  • calculate the financial impact of good and bad customer service
  • make the financial case for customer service improvements
  • systematically identify the causes of problems
  • align customer service with their brand
  • harness customer service strategy into their organization's culture and behavior

    Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.


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    Details
    • ISBN: 9780814413340
    • Publisher: AMACOM
    • Date: Dec 2013
     
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