Title: Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Publisher: Amacom Books
Publication Date: 2009
Language: English
ISBN 10: 0814413331
ISBN 13: 9780814413333
Binding: Hardcover
Condition: Good

About this title

Synopsis

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.

About the Author

John A. Goodman (Arlington, VA) is Vice Chairman and co-founder of TARP World�wide, an organization Tom Peters has called “America’s premier customer service research firm.”

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