Strategic Customer Service
1st Edition
Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
eBook Features
-
Read Anywhere
Read your book anywhere, on any device, through RedShelf's cloud based eReader.
-
Digital Notes and Study Tools
Built-in study tools include highlights, study guides, annotations, definitions, flashcards, and collaboration.
-
Offline Access
(
100% )
The publisher of this book allows a portion of the content to be used offline.
-
Printing
(
20%
)
The publisher of this book allows a portion of the content to be printed.
-
Copy/Paste
(
20% )
The publisher of this book allows a portion of the content to be copied and pasted into external tools and documents.
Additional Book Details
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.
| Sold By | AMACOM |
|---|---|
| ISBNs | 081441334X, 9780814413340, 081441334X, 9780814413333, 9780814413333 |
| Language | eng |
| Number of Pages | 273 |
| Edition | 1st |