Strategic Customer Service

Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

Business & Finance, Marketing & Sales, Customer Service, Management & Leadership, Decision Making & Problem Solving
Cover of the book Strategic Customer Service by John Goodman, AMACOM
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Author: John Goodman ISBN: 9780814439067
Publisher: AMACOM Publication: February 5, 2019
Imprint: AMACOM Language: English
Author: John Goodman
ISBN: 9780814439067
Publisher: AMACOM
Publication: February 5, 2019
Imprint: AMACOM
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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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