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

John Goodman

ISBN 10: 1400252873 / ISBN 13: 9781400252879

Published by Amacom, 2024

About this Item

Seller Inventory # V9781400252879

Bibliographic Details

• Title: Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
• Publisher: Amacom
• Publication Date: 2024
• Language: English
• ISBN 10: 1400252873
• ISBN 13: 9781400252879
• Binding: Soft cover
• Edition: 2nd Edition
• Condition: New

About this title

Synopsis

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service.

When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty.

Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:

• Gather and analyze customer feedback
• Empower employees to fix problems
• Track your impact on revenue
• Generate sensational word of mouth
• Tap opportunities to cross-sell and up-sell

Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.

Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.

About the Author

John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson.