Strategic Customer Service

Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Product Number: EB00724103
Released: Feb 05, 2019
Business Term: 26 Circ
ISBN: #9780814439067
Publisher: AMACOM
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Description

Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches readers how to: 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; and harness customer service strategy into their organization's culture and behavior.Any organization can win more customers and increase sales if it would only learn to align customer service with corporate strategy. Filled with patented practices and eye-opening case studies, Strategic Customer Service uses hard data to teach readers how reap the benefits of customer loyalty.

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Author(s): John Goodman
Original Publish Date: Feb 05, 2019

All formats/editions

CD
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Author(s): John Goodman
Narrator(s): Scott M. Broetzmann
Product Number BN14833
Released: Apr 02, 2019
Business Term: Purchase
Publisher: Brilliance Audio
ISBN: #9781978671508
eAudio
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Author(s): John Goodman
Narrator(s): Mark Smeby
Product Number Z100145472
Released: Feb 05, 2019
Business Term: Purchase
Publisher: AMACOM
ISBN: #9781400215935

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